Status : Verified
| Personal Name | Borais, Alexavier B. |
|---|---|
| Resource Title | Knowledge operations retrieval-augmented strategy: a scenario planning study of enterprise RAG futures for knowledge operations and governance in PH IT-BPO |
| Date Issued | 1 June 2026 |
| Abstract | Over one and eight-tenths million people work in the Philippines' Information Technology – Business Process Outsourcing (IT-BPO) sector, and contribute about 7% to its Gross Domestic Product (GDP). However, the sector continues to utilize conventional approaches toward accessing operational knowledge. Operational knowledge is stored in various forms of documentation. Information regarding operational knowledge is difficult to locate unless adequate documentation exists. It is equally challenging to identify solutions to recurrent ticket requests. Only approximately 14.9 % of Philippine companies have employed Artificial Intelligence (AI) in some form. Therefore, the majority of knowledge operation activities including knowledge retrieval remain traditional. Enterprise Retrieval-Augmented Generation (RAG) provides an opportunity to resolve the access issue by aggregating standard operating procedures (SOP), run books, and resolution history into one search engine. This research has positioned RAG specifically as a knowledge access solution. RAG improves the rate at which employees can locate documented information; however, it does not substitute the mentoring, coaching and tacit learning that represent knowledge transfer itself. To develop a decision-making framework for the adoption of enterprise RAG technology for knowledge operations within Philippine IT-BPO industry, this research used a ten-step intuitive logic scenario planning methodology based upon the original developed by Schoemaker (1995). A STEEPL environmental scan identified 23 factors or "drivers" that influenced the application of RAG technology. A structured survey was administered to 14 IT-BPO practitioners who rated the potential influence and uncertainty associated with each driver. Those drivers scoring high in terms of both dimension were clustered along two independent axes: Technical and Operational Readiness; Economic and Leadership Commitment. From these two axes, four distinct scenarios |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Scenario planning; Enterprise Retrieval-Augmented Generation (RAG); Knowledge accessibility; Philippine IT-BPO; AI governance |
| Material Type | Thesis/Dissertation |
Preliminary Pages
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Category : F - Regular work, i.e., it has no patentable invention or creation, the author does not wish for personal publication, there is no confidential information.
Access Permission : Open Access