Improving the admin request process through business process management and process documentation in admin department

This insider action research addressed the issue of inefficiency of fulfilling admin requests in the Shared Services cluster of the ABC Group. Through brainstorming with my collaborators and the use of action research inquiry tools, we identified the lack of an existing admin request monitoring system as the main cause of the issue. Thus, in Cycle 1, our intervention was to set up a system through which the admin requests would be properly recorded, organized, and monitored. The frameworks of BPM Life Cycle and the PDCA Cycle guided our team during implementation. The results showed that the admin request process was improved because all requests were properly recorded and can be monitored by the Finance and Admin Manager. However, we realized that the ticketing system was quite confusing, especially to first-time users. In Cycle 2, we found out that there was no standard training for fulfilling admin requests. Correspondingly, our intervention was to create a simple training manual to enable the new Admin Assistant to become familiar with the ticketing system for the process to be documented. We were also guided by the ADDIE model and PDCA Cycle during project implementation. Through this action research, we were able to produce a training manual that is effective in guiding the admin personnel in going through the admin request process. I realized the importance of continuously improving business processes. This IAR is only the beginning of more projects that can help improve the processes in our company