OPEN BOOK MANAGEMENT: A Case Study on Stellar Global Solutions Philippines

Abstract

Open Book Management or OBM is based on a book by Jack Stack entitled The Great Game of Business. It seeks to solve the problem between improving productivity and employees’ needs by taking into consideration openness, transparency and disclosure between management and its employees. OBM is also used to break the stereotype of business management wherein management keeps confidential financial information from its employees. This research aims to answer the question: “How does SGSP practice the principles of OBM?” The study was conduct at Stellar Global Solutions Philippines (SGSP), an international call center which is known for its OBM culture. This research aims to understand how SGSP implements OBM, as well as to identify the different OBM principles being practiced by the company and the influences of OBM on its employees’ work performance. According to related literatures and studies gathered by the researcher about the subject matter, OBM is composed of five elements or key points, namely: awareness, team management, income generatingjob satisfaction and continuous innovation. These five key points serves as a measure for OBM implementation. This study is qualitative and exploratory in nature as it seeks to describe, narrate and analyze the practice of OBM in SGSP. Data were gathered through scheduled interviews with six (6) employees from different departments in SGSP. For consistency purposes, another scheduled interview was conducted with the Vice President for Human Resources. All interview questions were based on concepts and ideas from related literatures and studies made prior to this research. All interviews are recorded and transcribed as all the answers were grouped accordingly and were presented in table form. Results reveal that SGSP employees are aware and well informed about OBM. Information and updates about OBM is cascaded through immediate supervisors, and is discussed during team meetings and huddles, while tackling work related concerns and work performance issues. In implementing OBM, numbers are tracked down with a particular goal to reach within a given time span. If targets are met, employees are rewarded proportionately to their contributions to the success of the company. Rewards are either of monetary value or career advancement. Job satisfaction is increased by such rewards and through OBM-based incentive programs initiated by the company. Continuous change is observed through transparency with employees, which gives equal opportunities to everyone express their thoughts and grievances. OBM affects work performance as it serves as a motivator for all employees, varying from financial rewards, career growth and self-actualization and personal growth. Work culture in an OBM environment nurtures ownership and accountability in work, making employees responsible for every action they create. For further studies on Open Book Management, the researcher recommends the use of other research instruments such as Focus Group Discussions (FGD) or survey questionnaires to gather more data for the study and the use of a quantitative design to further gauge the effectiveness of Open Book Management. Other researches on Open Book Management can also use a different company in a different field or even focus on one particular department as respondents. Other studies can focus on one key point of OBM or on an OBM-based policy or incentive program in a company. Getting more experienced respondents can make this thesis more accurate since there will be basis for comparison between companies practicing OBM to those non-practitioner. Further study can be used to derive more specific topics, such as a study on mistakes of Open Book Management implementation, the role of a particular department in implementing Open Book Management, lesson derived for experiencing Open Book Management and the effects of Filipino culture on the philosophy of Open Book Management. Lastly, a research can be done to identify reasons why some employees are not motivated by Open Book Management.