Addressing inequitable workload delegation of head office service section
In this action research, we intended to address the inequitable workload delegation process in the Head Office Services Section (HOSS) of Systems and Methods Department. We needed to improve the workload management to make sure that work is delivered within the specified service level agreement with...
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| Format: | text |
| Language: | English |
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Animo Repository
2020
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| Subjects: | |
| Online Access: | https://animorepository.dlsu.edu.ph/etd_masteral/6041 https://animorepository.dlsu.edu.ph/context/etd_masteral/article/13113/viewcontent/Dela_Cruz_Rea_Cassandra_11695897_Redacted.pdf |
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| Institution: | De La Salle University |
| Language: | English |
| Summary: | In this action research, we intended to address the inequitable workload delegation process in the Head Office Services Section (HOSS) of Systems and Methods Department. We needed to improve the workload management to make sure that work is delivered within the specified service level agreement with 123 Bank’s units and keeping a balance in delegating the amount of work aligned with our current capacities.
Guided by the Accountee and Accountor Interaction Model embedded in the Role Theory and Gap Analysis, our section came up with a project timeline and improvement metric we called Project List V2.0 and HOSS Project Dashboard to gauge if we have created an improvement in our workload delegation process. This is to correctly identify the main source of the problem and challenge the organization to continually improve the quality of their service and to keep up their competitiveness in accordance with their business needs. We also applied the ADKAR model to implement change in our section.
As an insider action researcher, building awareness of the change is defining what the change is and who will implement it. Our section’s desire was fully embraced by the whole team – who will be affected by the change, we have set goals based on our current state and formulated metrics to achieve our future state. To complete the 1st cycle of this action research, we have clarified roles and workload distribution and for the 2nd cycle we revised the Systems and Methods Engagement Form (SEF) and implemented the HOSS Project Dashboard to reinforce the improvement we made on the workload delegation process. |
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