Assessment of the impact of an implemented KM tool : team based learning process in a business process outsourcing company / Zenogio Joker Dapon Velasquez

Year : 2011

Number of Pages : 44 leaves

Adviser : Dr. Serafin D. Talisayon and Prof. Edison D. Cruz

Executive Summary

This project report outlines the results of a project undertaken to look at the impact of a Knowledge Management Tool currently being used in Business Process Outsourcing (BPO) Company. Team Based Learning has been in place in a business unit in the company and has shown promising results. The project undertaken serves to give solid numerical evidence of the improvement in the primary metric that the business has experienced since using this tool. To be able to do this, a high level background on the BPO industry is provided along with a definition of what Team Based Learning is. Review of relevant literature on the subject has also been undertaken. A process document on how Team Based Learning is conducted in the business unit gives an outline of how it is being implemented (see Annex I). The current action plans in the business unit are also outlined, these served as a baseline on which to compare the before and after number. With the action plans being constantly in place and the Team Based Learning Process being the new process being introduce, how much did the main metric improve? The direct impact on the main metric as well as incidental impact on productivity is discussed. The impact of Team Based Learning Process on employee performance, employee morale and employee retention are things that were also considered. A set of recommendations was also provided to help this process in moving forward.