Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion

This Integrated Action Research addressed several identified inconsistencies in the execution of the customs clearance procedures resulting from employee discretion at the Assessment Division of Bureau of Customs – Manila International Container Port (BOC-MICP). This IAR simultaneously addressed the...

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Main Author: Dimasacat, Virome G.
Format: text
Language:English
Published: Animo Repository 2021
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Online Access:https://animorepository.dlsu.edu.ph/etdm_manorg/77
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Institution: De La Salle University
Language: English
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spelling oai:animorepository.dlsu.edu.ph:etdm_manorg-10932022-02-15T23:52:12Z Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion Dimasacat, Virome G. This Integrated Action Research addressed several identified inconsistencies in the execution of the customs clearance procedures resulting from employee discretion at the Assessment Division of Bureau of Customs – Manila International Container Port (BOC-MICP). This IAR simultaneously addressed the lack of a credible evaluation tool to monitor employees’ performance and combat the persistence of employee discretion. The focal issue of this research initially revolved around the lapses in the employee performance evaluation tool in relation to efficiency in the context of public service. This is heavily anchored at Peter Drucker’s infamous line “what gets measured gets managed” (Prusak, 2010). The performance evaluation tool for employees being utilized by the agency is called Individual Performance and Commitment Review (IPCR) Report. Through systems thinking practice, this insider research was able to diagnose some inconsistencies and issues that deteriorates the credibility and effectivity of the IPCR. Despite improving the IPCR, some customer complaints persisted. As the research progressed, it was discovered through the use of turtle diagram and systems thinking that one of the roots of customer complaints points at inconsistent procedures and varying approach of the frontliners on the rules and regulations in processing importation clearance due to gray areas. Through the utilization of inquiry tools, frameworks, and the ISO 9001:2015 model, this action research zeroed in at the best way of streamlining the procedures and IPCRs to trim down avenues for red tapes and deliver a transparent and efficient public service for the benefit of the Filipino people and the Bureau itself. Keywords: performance evaluation, standard operating procedures, ISO standards 2021-11-01T07:00:00Z text application/pdf https://animorepository.dlsu.edu.ph/etdm_manorg/77 Management and Organization Master's Theses English Animo Repository Customs administration—Philippines—Officials and employees—Rating of Business Administration, Management, and Operations Performance Management Public Affairs, Public Policy and Public Administration
institution De La Salle University
building De La Salle University Library
continent Asia
country Philippines
Philippines
content_provider De La Salle University Library
collection DLSU Institutional Repository
language English
topic Customs administration—Philippines—Officials and employees—Rating of
Business Administration, Management, and Operations
Performance Management
Public Affairs, Public Policy and Public Administration
spellingShingle Customs administration—Philippines—Officials and employees—Rating of
Business Administration, Management, and Operations
Performance Management
Public Affairs, Public Policy and Public Administration
Dimasacat, Virome G.
Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion
description This Integrated Action Research addressed several identified inconsistencies in the execution of the customs clearance procedures resulting from employee discretion at the Assessment Division of Bureau of Customs – Manila International Container Port (BOC-MICP). This IAR simultaneously addressed the lack of a credible evaluation tool to monitor employees’ performance and combat the persistence of employee discretion. The focal issue of this research initially revolved around the lapses in the employee performance evaluation tool in relation to efficiency in the context of public service. This is heavily anchored at Peter Drucker’s infamous line “what gets measured gets managed” (Prusak, 2010). The performance evaluation tool for employees being utilized by the agency is called Individual Performance and Commitment Review (IPCR) Report. Through systems thinking practice, this insider research was able to diagnose some inconsistencies and issues that deteriorates the credibility and effectivity of the IPCR. Despite improving the IPCR, some customer complaints persisted. As the research progressed, it was discovered through the use of turtle diagram and systems thinking that one of the roots of customer complaints points at inconsistent procedures and varying approach of the frontliners on the rules and regulations in processing importation clearance due to gray areas. Through the utilization of inquiry tools, frameworks, and the ISO 9001:2015 model, this action research zeroed in at the best way of streamlining the procedures and IPCRs to trim down avenues for red tapes and deliver a transparent and efficient public service for the benefit of the Filipino people and the Bureau itself. Keywords: performance evaluation, standard operating procedures, ISO standards
format text
author Dimasacat, Virome G.
author_facet Dimasacat, Virome G.
author_sort Dimasacat, Virome G.
title Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion
title_short Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion
title_full Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion
title_fullStr Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion
title_full_unstemmed Standardization and harmonization of operating procedures and KPIs in the Assessment Division of Bureau of Customs (MICP): An action research to boost efficiency and Diminish Discretion
title_sort standardization and harmonization of operating procedures and kpis in the assessment division of bureau of customs (micp): an action research to boost efficiency and diminish discretion
publisher Animo Repository
publishDate 2021
url https://animorepository.dlsu.edu.ph/etdm_manorg/77
_version_ 1767196159376359424