Date of Publication

1-2022

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

Frances Jeanne Sarmiento

Defense Panel Chair

Maria Paquita Bonnet

Defense Panel Member

Maria Victoria Tibon
Alvin Gutierrez

Abstract/Summary

The Asian patent indexing team of The Information Company (not its real name) based in Manila has been experiencing quality issues in its output. The team attempted to address the issue through two initiatives. The first initiative was to develop the quality control (QC) team through learning discussion sessions. The second initiative was to standardize indexing practices of the team through feedback discussion sessions. The proposed interventions fall under the field of operations management. The main action research framework used in this paper is the action research cycle of David Coghlan. Kaizen (Continuous Improvement) was the content framework used. Nonaka’s four modes of knowledge conversion was the main process framework used. Results of the first initiative showed that the QC team had an increase in the average rating of their QC work which indicated improvement through the learning discussion sessions. Results of the second initiative showed an increase in the F-value quality score of the indexing team through the feedback discussion sessions. It was observed that there was less improvement in freelancers compared to regular employees. This is likely because they lack the socialization step of Nonaka’s four modes.

Abstract Format

html

Language

English

Format

Electronic

Keywords

Quality control; Indexing—Quality control

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Embargo Period

2-12-2022

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