An insider action research on establishing a document tracking and monitoring system for the BPO and manning team

• Main Author: Salido, Ramon Augusto G.
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Tracking (Engineering); Contracting out; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/7066
• Institution: De La Salle University

This paper is about the implementation of a document tracking and monitoring system in the Business Process Outsourcing team. The objective is to create a system that would target the lack of monitoring of documents handled by the team causing significant lapses in the team‟s operational efficiency. The need for such a system was urgent given that we are in the financial service industry. We used the different action research tools such as the ORJI Model, Ladder of Inference, and the Five Why‟s to pinpoint exactly what needs to be addressed and how. The two cycles implemented resulted in the creation of two monitoring systems. The first one was a manual monitoring system which involved our marketing associates updating the logbook for all transactional documents that we do. We encountered issues with this that may affect business continuity which prompted us to improve on the logbook that led us to the second cycle. This cycle resulted in the creation of a digital monitoring system which gives access to all members of the team including those not under the BPO side. The two newly created monitoring systems are what currently being used in the team but the digital monitoring system is the main monitoring while the logbook acts as backup and support.