Integrated action research paper: Establishing a technical issues dashboard for the Corporate Services Department of Company AMB

• Main Author: Badong, Alvin Mae M.
• Format: text
• Language: English
• Published: Animo Repository 2020
• Subjects: Dashboards (Management information systems); Intellectual capital; Management Information Systems
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6187; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/13277/viewcontent/Badong_AlvinMae_11789573_Establishing_a_Technical_Issues_Dashboard_For_the_Corporate_Services_department_of_Company_AMB_Redacted.pdf
• Institution: De La Salle University

This paper discusses the importance of capturing tacit and shared commercial knowledge in Company AMB’s Corporate Solutions Department under the Corporate Services Segment through following a knowledge management framework. Commercial knowledge was defined as knowledge that has practical use and value for the organization, and something that is not just “good-to-have.” The action research was completed by implementing two cycles to produce tangible outputs to embody existing tacit and shared commercial knowledge. Additionally, the action research aims to make the primary collaborators more independent in resolving the client’s technical product issues, and ultimately add value to client interactions. The first cycle covered information collection, organization, embodiment, and distribution where collaborators worked on second-level escalation teams to produce Word and PDF documents that were then stored in the company’s intranet site. The second cycle focused on supplementing the results of the first cycle by holding a training session to help ingrain the knowledge to the participants, and with the participation of another second-level escalation team that is vital in the primary collaborators’ daily operation. As a result, the lead action researcher, together with the primary collaborators, were able to produce useful and convenient document references, which involved all significant teams within the department in the process, emphasizing the importance of collaboration between individual members and teams.