An action research on process improvement for System Access Administration

• Main Author: Nievera, Zereen Gail De Quiroz
• Format: text
• Language: English
• Published: Animo Repository 2016
• Subjects: Banks and banking—Computer programs; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5128
• Institution: De La Salle University

This action research is about process improvements in ABC Bank's System Access Administration. The methodology used for this research is the action research cycle with a combination of change management frameworks - Lewin's Change Management Model and Michael Beers Bottom-Top Approach. In the first cycle, the identified issue was the users (employees) provide incorrect/incomplete information in their requests as such they do not receive their access immediately because the system access administrators return/reject their requests because of the deficiencies. System access is important to the users in order to fulfill their functions, if they do not receive their access immediately, it will affect their productivity to do their functions. To address the issue, the implemented change intervention was a customized request template form for the 17 Remittance & Payments Group owned application systems in order to have complete information based from system access administrator's requirements and a template guide to assist the users for the required information, approvers and implementers. There was a relevant result of the process improvement because we were able to receive a 27% increase in the receipt of complete requests. For the second cycle, the identified issue was the manual processing of users list for monthly confirmation which was being done for one to three days. The improvement was about automating the process through Macro Programming and Excel formula which can be done in 30 minutes. Both interventions contributed to a total of Php101,692.00 per year cost savings to the company. I also learned different approach in research in terms of using reflection journals with ORJI (observation, reaction, judgment, intervention) Model and ladder of inference and involvement of collaborators. I was able to view and decide in looking at the whole picture and considering the inputs of my collaborators.