Improving the method of knowledge management among the new members of the division

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

Divina M. Edralin

Defense Panel Chair

Rachel A. Quero

Defense Panel Member

Raymund B. Habaradas
Denver D. Daradar


This action research aimed to improve the method of knowledge management (KM) among the new members of the division. As a team, we aimed to improve/revisit the KM practices within the division. The manifestations of the main issue were the lack of familiarity to some steps in the procedures and tasks specific to the division, the lack of a standard process for knowledge transfer, and work instructions and process flow that were not updated and documented.

Guided by the action research tools, the first and second inquiry were applied to collaboratively construct the main issue. This was supported by data collected from all the members of the division. In connection with this, the inputs from the division, accompanied by knowledge creation and knowledge flow models such as WIIG’s and SECI model, allowed us to identify core activities that the division prioritized to establish an action plan to address the main issue. We also referred to the ADKAR model in implementing change.

The first cycle of the action research entailed the identification of available resources, documentation of process flow, updating of the work instructions for division specific tasks, and developing a process to transfer knowledge to new members. The second cycle was executed to bring all the outcomes of the first cycle together and create a knowledge transfer process that allowed flexibility amid the pandemic and during alternative work arrangements. During the second cycle we also identified the responsibilities of the members to answer concerns regarding the project’s sustainability. The collaborative nature of the action research gave the division the opportunity to communicate frequently, thus allowing the exchange of inputs among the members.

Abstract Format






Physical Description

150 leaves, color illustrations


Knowledge management; Organizational learning

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