An action research in establishing an incident communication for a financial technology company

• Main Author: Ramos, Gino B.
• Format: text
• Language: English
• Published: Animo Repository 2021
• Subjects: Incident-based reporting systems; Business report writing; Workflow—Management; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etdm_manorg/43
• Institution: De La Salle University

This action research establishes an incident communication for a financial technology company (ABC Company) utilizing Business Process Improvement principles. It uses the Lean & Six Sigma methods to identify waste and value-added steps in a process and develop it more efficiently. The incident communication intends to equip internal users with necessary information about an outage. It will enable them to keep their external customers abreast. The primary objective of this action research is to create the process needed to set it up in the organization. It also aims to address the capacity issue and context switching of the teams involved in sending the communication. This paper was done through two cycles to create and implement the new process. The first cycle covers framing and founding the context of the issue by soliciting feedback from the teams and management. It also includes identifying the best approach to take, creating the process/workflow, and prototyping. The second cycle focuses on institutionalizing the process and implementation. It also addresses the communication skills gap identified from the first cycle by running series of workshops about written communication. Together with the collaborators, the action researcher has utilized the Shingo Model for Operational Excellence as the primary research framework. Lewin’s Change Management Framework was used in implementing the new process/workflow in the organization. Employing the frameworks and implementing the interventions has yielded positive results of creating the process, establishing incident communication, and deflect queries being received by the incident management team, thus creating more capacity. Keywords: incident communication, business process improvement, operational excellence