Process improvement through creation of a portal system: An insider action research

• Main Author: Chan, Jobielyn S.
• Format: text
• Language: English
• Published: Animo Repository 2018
• Subjects: Business enterprises; Information resources management
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5575
• Institution: De La Salle University

The purpose of this paper is to pioneer a portal system for the spa operations of a prestigious department store in the Philippines aimed at developing a standard process of monitoring, providing support for a centralized and more accurate records, and establishing transparency between the Head Office and Store Operations groups of the company. This study is in commitment to the insider action research methodology advocated by Coghlan and Brannick (2014). Going through each of the phases of action research, this project of rolling out a portal system has been completed within three cycles to which the use of available existing data and the application of constructive action research tools (first, second, and third-person skills) have been leveraged on. This process has helped align the perspectives of each collaborator and engage in a more transparent action research project. As this action research paper comes to a close, an extrapolation to a broader context and usable knowledge have been formulated accordingly. The change process from the status quo to the net effect of creating a portal system has been showcased. Relevant findings focusing on the significance of the human element in an IT-based project has been realized and discussed further.