Streamlining roles and responsibilities for efficient account management in the Commercial Department of N-Squared eCommerce Philippines

• Main Author: Sanchez, Louie Florentine
• Format: text
• Language: English
• Published: Animo Repository 2022
• Subjects: Task analysis; Performance Management
• Online Access: https://animorepository.dlsu.edu.ph/etdm_manorg/119; https://animorepository.dlsu.edu.ph/context/etdm_manorg/article/1138/viewcontent/Streamlining_Roles_and_Responsibilities_for_Efficient_Account_Man2_Redacted.pdf
• Institution: De La Salle University

This Integrative Action Research explores the process of streamlining roles and responsibilities in the commercial team of N-Squared eCommerce Philippines to address various internal issues within the team like task redundancy and ownership, and job clarification. N-Squared eCommerce is a young eCommerce enabler company in the country, having been set up in 2019, which has grown unprecedently due to the pandemic and boom of eCommerce. As a start-up, many of its processes and standards are not yet set. Many issues are addressed as they go due to limited resources and the management’s laser-focus on short-term goals like revenue and customer acquisition. However, as the company grows—hiring more people and partnering with more brands, it needs to streamline most of its processes to make sure that the vision of the company is being met while fostering the welfare of its employees. The first cycle focused on the issue identification, understanding the factors that contribute to it and finding ways and processes on how they will be addressed. This cycle introduced a task mapping activity that produced a new set of roles and responsibilities per function aligned with the Job Characteristic Model. Meanwhile, the second cycle was focused on the project’s continuity and further implementation. It introduced a new job description (JD) per role based on the O*NET® Content Model and aligned the new R&R and JD with the commercial team’s employee evaluation form. Overall, these cycles studied the importance of streamlined roles and responsibilities in a commercial team of an eCommerce enabler business, as supported by various concepts and industry standards. Keywords: job design, job redesign, roles & responsibilities, ecommerce