Added Title

Improving the timeliness of resolution of issues raised by the team and stakeholders

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations


Ramon V. Del Rosario College of Business


Management and Organization Department

Thesis Advisor

Benito, Teehankee

Defense Panel Chair

Ma. Paquita Bonnet

Defense Panel Member

Denver Bingski Daradar
Jaime Cempron


This action research focused on improving the timeliness of resolution of issues raised by the team and stakeholders. The team members have to perform their day-to-day tasks, administrative activities, implement projects while managing multiple stakeholders. As a shared service provider, we provide support to different people across different countries by performing different activities. Thus, it is important to recognize and attend to these differences to establish a better relationship with our stakeholders. Escalations from stakeholders range from simple follow-ups on the action required from our team to heavier gaps such as incorrect posting which resulted in financial misstatements. This research was put into action with the active participation of the entire Joint Venture Accounting – Shell International team members as collaborators. The research is guided by the Eisenhower matrix, Mendelow’s matrix, and the rules for managing abstraction which was critical in successfully addressing the issue. In improving the timeliness of resolution of the issue in the first and second cycle, the team addressed the weak joint venture and basic accounting knowledge, and little understanding of team members on the flow of information in the ERP system and/or software such as SAP P16, Blackline and PB7 through coaching, brainstorming and learning sessions, improving back-up structures, and providing support to on-going projects. It was discovered throughout this action research that the coaching and brainstorming sessions worked in building the confidence of the team in resolving the issues effectively and efficiently. In effect, a change in people through capability build was critical in the delivery of better performance.

Abstract Format






Physical Description

117 leaves, color illustrations


Customer services; Customer relations—Management

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