Addressing the lack of adequate knowledge & formal business process for Bestea Milktea

• Main Author: Cheng, Kevin Jayson O.
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Knowledge management; Organizational learning; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/6441; https://animorepository.dlsu.edu.ph/context/etd_masteral/article/13513/viewcontent/IAR_Cheng2.pdf
• Institution: De La Salle University

In this action research, it focused on addressing an issue that we collaboratively identified through effective use of Knowledge Management thru GRPI framework (2016), which is the lack of adequate formal procedure in Bestea Milk Tea. Manifestations of this issue include employee is reactive, unclear job functions, uneven job allocation, several customer complaints. I have noted that a functionally structured team performs best in predictable task environments, but its efficiency breaks down when the tasks are constantly changing (Hollenbeck, 2002). In this project, we aimed to: (1) equip members of our team with the required knowledge to make it flexible enough to be self-sufficient, and (2) to assess their roles and streamline business process. (3) Achieve operational objective in running a business. Through a detailed review of the operational process done by the store on a daily, basis, the collaborators and the researcher identified which processes needed to be either improved or discontinued, along with the implementation of some practices that would engage the staff to be more proactive. Through the two cycles, the collaborators were also able to achieve their goal of fully implementing an effective employee handbook and optimizing the business process. These interventions were successful in achieving the objectives, now each employee has a sense of responsibility, as backed up by mutual accountability. The experience taught me the importance of teamwork, commitment, and respect for different ways of thinking and the contribution of others. I have also observed positive changes in my staff, such as increase in motivation, confidence, and creativity. Throughout this action research, our collaboration had made us closer and gained mutual respect for each other.