An action research addressing team engagement in ISO certification process using the LEAD- continuous improvement model at a shared service center

• Main Author: Javier, Pia Vina Marie M.
• Format: text
• Language: English
• Published: Animo Repository 2019
• Subjects: Teams in the workplace; Continuous improvement process; Shared services (Management); Business
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/7058
• Institution: De La Salle University

This Integrated Action Research addresses the issue of lack of team engagement in ISO certification process at a Shared Service Center. The desired goal is the team’s readiness to answer the upcoming internal and external ISO audit, confidently. The tools in the action research paper were used to address the issue. Also, I have adopted the Northwood University Quality Improvement Program (NUQIP), LEAD Continuous Improvement model. This paper serves as a guidance on how team engagement can be addressed using interactive trainings when it comes to the ISO certification. The action research focused on the quest of identifying tools that can address lack of engagement. This action research focus on the goal of involving the team to be proactive in participating from the activities set by the ISO team at a Shared Service Center. The issue was identified through one-on-one interviews, informal discussions, department meetings, and action research tools such as ORJI, the ladder of inference, levels of inquiry, four parts of speech, and force field analysis. Guided by Northwood University Quality Improvement Program (NUQUIP), LEAD Continuous Improvement Model, we were able to address the issue. In addition, the ADKAR change framework was also used to facilitate the changes done by the team.