Date of Publication

6-2023

Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization Department

Thesis Advisor

Rachel A. Quero

Defense Panel Chair

Denver Bingski D. Daradar

Defense Panel Member

Eppie E. Clark

Jerold Vizconde

Abstract/Summary

This insider action research addressed the issue of inefficiency of fulfilling admin requests in the Shared Services cluster of the ABC Group. Through brainstorming with my collaborators and the use of action research inquiry tools, we identified the lack of an existing admin request monitoring system as the main cause of the issue. Thus, in Cycle 1, our intervention was to set up a system through which the admin requests would be properly recorded, organized, and monitored. The frameworks of BPM Life Cycle and the PDCA Cycle guided our team during implementation. The results showed that the admin request process was improved because all requests were properly recorded and can be monitored by the Finance and Admin Manager. However, we realized that the ticketing system was quite confusing, especially to first-time users. In Cycle 2, we found out that there was no standard training for fulfilling admin requests. Correspondingly, our intervention was to create a simple training manual to enable the new Admin Assistant to become familiar with the ticketing system for the process to be documented. We were also guided by the ADDIE model and PDCA Cycle during project implementation. Through this action research, we were able to produce a training manual that is effective in guiding the admin personnel in going through the admin request process. I realized the importance of continuously improving business processes. This IAR is only the beginning of more projects that can help improve the processes in our company.

Abstract Format

html

Language

English

Format

Electronic

Keywords

Operations research

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Embargo Period

7-31-2023

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