Improving the accounts verification process of St. Peter Life Plan, Inc.’s Accounts Management Department

• Main Author: Abuel, David William G.
• Format: text
• Language: English
• Published: Animo Repository 2020
• Subjects: Management information systems; Information storage and retrieval systems—Insurance; Management Information Systems
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6188; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/13276/viewcontent/Abuel_DavidWilliamGabriana_11696982_Edited.pdf
• Institution: De La Salle University

This action research focused on improving the business process of St. Peter Life Plan, Inc.’s Accounts Management Department. The action researcher and the collaborators identified the array of issues and selected the focal issue with the guide of Eisenhower’s Urgent/Important Principle. The focal issue is the semi-automated accounts verification process of the Accounts Verification Team. In this regard, their primary objective is to increase the response time towards accounts verification requests. In doing this action research, the action researcher and the collaborators adopted Winston Royce’s Software Development Life Cycle – Waterfall Model as their conceptual framework and Kurt Lewin’s Planned Change Model to design effective and efficient interventions that would resolve the issue. After the first cycle of this action research, the action researcher and the collaborators were able to improve significantly the response time of the accounts verification requests that resulted in the promotion of work-life balance, increase employee efficiency to perform their responsibilities. Furthermore, after the second cycle, they were able to eliminate other restraining forces they identified after the first cycle that still prevents them from improving their response time to every accounts verification requests. After experiencing the entire action research process, the action researcher realized that resolving an issue through collaboration, reflection, and documentation of the whole action research cycle is a compelling method to effect change in an organization. And at the end of the day, it is all about improving customer satisfaction that will drive the growth of the company. Hence, improving the existing process is highly essential.