An insider action research on improving account generation by dealing with overlap of functions and improving coordination

• Main Author: Batara, Marielle B.
• Format: text
• Language: English
• Published: Animo Repository 2014
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/4747
• Institution: De La Salle University

The goal of this paper is to improve account generation by addressing the issues on overlap of marketing functions and internal coordination at the Bank of the Philippine Islands. I am a Foreign Exchange Dealer at the bank‟s Treasury Marketing Unit and have been with the bank for more than three years. At BPI, there are three units with the same foreign exchange marketing function, thus creating an internal competition between the different units, which made dealers face the challenge of generating new accounts. The action intended is to address the structural problem and improve the coordination among the units involved. This is an action research paper, which uses an integration of existing organization knowledge, and aims to solve the problems in the company. The methodology used is Coghlan and Brannick‟s (2014) action research cycle of constructing the issue, planning action, taking action and evaluating the action. This paper will discuss two full cycles of insider action research. The action done in the first cycle addressed the issue on overlap of functions through delineation of the specific tasks of the three units, and setting the limits of the transactions covered. Said delineation of function was done internally between the three units. Since I was not able to fully achieve my desired objective in the first cycle, I still felt further improvement on my account generation; thus, the need to address another issue on coordinating with clients arose. I coordinated with internal clients through informal communication.