An action research on improving the compliance to documentary deficiencies at the SVA Bank's South Metro Manila Commercial Lending Team

• Main Author: Amaro, Shara May
• Format: text
• Language: English
• Published: Animo Repository 2022
• Subjects: Commercial documents; Banks and banking—Records and correspondence; Business Administration, Management, and Operations
• Online Access: https://animorepository.dlsu.edu.ph/etdm_manorg/67; https://animorepository.dlsu.edu.ph/context/etdm_manorg/article/1087/viewcontent/amaro_Redacted.pdf
• Institution: De La Salle University

This integrative action research concentrated on the ways and processes of improving the compliance to documentary deficiencies at the SVA Bank's South Metro Manila Commercial Lending Team. The issue of an increasing number of documentary deficiencies has resulted from the following factors: delay in obtaining the loan documents from the Loans Administration Department which is the Department in charge of preparing these documents, inconsistencies in making follow-ups with the customers due to the employees' work overload, and deferment in clients' submission of loan documents due to the mobility restrictions and other factors relative to COVID-19 pandemic. Manifestations of the main issue were the increased number of customer complaints due to disrupted loan availments, decreased employees' self-esteem relative to the increased customer complaints, and low loan utilization rate. The research objectives were as follows: (1) to minimize documentary deficiencies, (2) to adhere to the Bank's credit documentation standards, and (3) to enhance customers' credit availment experience. The overall goal of this action research was to improve compliance with documentary deficiencies. To have a better understanding of the scenario, we used first-person and second-person inquiries. Supplementary resources such as interviews and minutes of the meetings were also conducted. The action research was guided by the theoretical frameworks of the Document Management System and the Records Continuum Model. On the other hand, the Change Management Model of Lewin was used to implement the changes for Cycle 1: Formulating and Creating the Document Deficiency Monitoring Method and for Cycle 2: Making a Team-based Document Deficiency Minimization Policy. These cycles resulted in accelerated creation of loan documents, minimized document deficiency rate, and improved transmittal process. Keywords: document deficiency, compliance, monitoring method, minimization policy