Addressing compliance gaps in vendor management of a commercial real estate company: An insider action research

• Main Author: Sogue, Nina Ricci B.
• Format: text
• Language: English
• Published: Animo Repository 2023
• Subjects: Real estate business; Real estate agents; Risk management; Real Estate
• Online Access: https://animorepository.dlsu.edu.ph/etdm_manorg/155; https://animorepository.dlsu.edu.ph/context/etdm_manorg/article/1195/viewcontent/Addressing_compliance_gaps2_in_vendor_management_of_a_commercial_r_Redacted.pdf
• Institution: De La Salle University

This insider action research addressed compliance gaps in Delta Company's vendor management. In our study of Client Athena, we utilized several analytical tools such as the Turtle Diagram, Gap Analysis, and Iceberg Model to gain deeper insights into our compliance landscape and reasons for non-compliance across various Asia Pacific nations. We also used the People-Process-Technology (PPT) model to operationally evaluate the balance of the three elements in the Compliance Program. Additionally, we used a Customer Journey Map to identify users’ pain points. Pain points identified included manual processing, network access constraints, and fragmented resources and repositories. Finally, we used a Force Field Analysis to reduce the impact of restraining forces in our proposed solutions. We conducted the insider action research in two cycles. The first cycle aimed to embed an existing tool, the Procurement & Compliance Checklist (PCC), into the procurement process to assist with vendor compliance requirements. In the second cycle, we addressed user pain points and efficiency issues related to the PCC and the Compliance Program. Using Smartsheet as a technology solution, we digitized our regional data to centralize vendor information. We also converted reports, manual processes, and other forms to digital versions. The action research demonstrated the impact of a collaborative approach to identifying and addressing compliance issues in vendor management. Additionally, it highlighted the benefits of introducing technological solutions to vendor management. Companies engaging third-party vendors can adopt the research approach and outcome to increase efficiency and effectiveness in vendor management.