Improving project performance’s efficiency and effectivity between the project management office (PMO) team and its workstreams

• Main Author: Platon, Eszalyn Fe D.
• Format: text
• Language: English
• Published: Animo Repository 2022
• Subjects: Project management—Documentation; Business Administration, Management, and Operations; Management Information Systems
• Online Access: https://animorepository.dlsu.edu.ph/etdm_manorg/122
• Institution: De La Salle University

The rise of digital technology, compounded by the disruption brought about by the pandemic, has pushed many industries to identify ways to deliver products or services faster with more cost and resource effectiveness and a more robust customer experience. This action research aims to contribute to the knowledge base and professional practice of creating process documents to improve the project performance of NICE CXOne, a Cloud and Software Solutions company, in terms of efficiency and effectiveness. The setting involved the Project Management Office (PMO) Team and the selected Work Force Management (WFM) Workstream based in Salt Lake City, United States of America (USA). It utilized the first, second, and third person inquiry tools in action research to build collaboration and participation from members and define the best intervention. The content frameworks (project management, process documentation) and the process frameworks (PDCA – Plan-Do-Check-Act, Lewin’s Change Management) helped design and implement the intervention – creation of a process document. The feedback and review from the process document’s defined Stakeholders were used in making the iterations or changes, resulting in a standard template that can be applied to all projects that use the established detailed information. Creating the process document in the WFM Workstream improved the Project Team’s effectiveness, efficiency, and stakeholder engagement. This action research helped provide information consistency, team collaboration, and, more importantly, sharing a great source of data to continuously improve different processes within the Company and its client industries.