Solve Problems at Manager’s level
Assessment 1
The management intends to organize a workshop to improve performance in the organization. The workshop will bring together managers from different departments to solve performance related problems. Each manager will consult respective team members at their workplace and prepare a report on a performance deficiency at the workplace. At the workshop (role play assessment during training session two), each manager will give a shirt presentation of the issue they are facing and facilitate a session to generate creative ideas and select a solution to resolve the performance deficiency.
1. A written report to address the Performance Deficiency for the management
Company: Kerry Properties HK Pte Ltd
Business: Shangri La Hotels Project Development in Mainland China
Departments for Hotel Development Projects:
Procurement, Contracts and Tendering – Manager in charge with team members assisting in various hotel projects and work packages like main building structure, interior works, FF&E and m& e works
Design - Manager in charge with team members assisting in various hotels and work packages like main building structure, interior works, FF&E and m& e works
Project Management - Manager in charge with team members assisting in various hotels and work packages like main building structure, interior works, FF&E and m& e works
I am Christina Phau, manager from Procurement, Contracts and Tendering – in charge with team members assisting in various hotels development project and work packages like main building structure, interior works, FF&E and m& e works.
I have consulted with respective team members in my Procurement & Tendering department and this is the report I am presenting today on performance deficiency at the workplace.
Identify a performance deficiency that is affecting my department.
Budget over-run - More than 70% of hotels development projects in Mainland China are over-run in budget by 30%. The 20% over-run in budget occurs at awarding of tender stage and 10% at construction stage
1a. The source of performance used to identify possible causes for the performance deficiency
I derived the data collection from ten hotel projects awarded and completed in the year 2018 to 2020 in mainland China from my Quantity Surveying/Tendering Department.
1b. I was tasked to collect information relating to performance deficiency and the methods I used:
a. Teams meeting with my tendering, QS and procurement section and also design and hotel management teams.
Team meeting –
- the advantage is it allows share information and encourage an open discussion ensuring that the team is aligned in its objectives. It also strengthen relationships and team cohesion, exchange feedback about projects and ideas.
- the disadvantage is it is too time consuming and not everyone want to engage in giving feedback, discussion as it involves backing up with lots of reports and documents.
b. Database of completed projects – collect information relating to budget over-run
- the advantage is the documents and records are accurate and data analysis is clear.
- the disadvantage is it is too time consuming as it involves checking up on lots of records and documents.
1c. Current SOPs on company organisational standards and quality control policies
As Shangri Hotels are 5 star hotels, the materials used for FF&E like carpet, furniture, drapery, light fittings used are of highest quality in materials and workmanship.
The organisation standard and quality control is all designs and materials must be approved by inhouse design department and Hotel management.
Every hotel project procurement are done and approved on individual hotel basis
Every project team meet up with design and hotel/suppliers and contractors separately. There is no collaboration of sharing of information across projects.
1d. The method used to collect information with regards to organizational standard and quality control policies. The target groups are the Hotel management/Design, tendering and project management teams. The objective is to collect the relevant information and datas to derive the facts and reasons for project budget over-run
b. Call for regular project meeting with design and hotel management division
Project meeting –
- the advantage is it allows share information and encourage an open discussion ensuring that the various teams are aligned in its objectives. It also strengthens relationships and various team cohesion, exchange feedback about projects and ideas.
- the disadvantage is it is too time consuming and not everyone want to engage in giving feedback, discussion as it involves backing up with lots of records and documentation.
Database of completed projects – collect information relating to budget over-run
- the advantage is the documents and records are accurate and data analysis is clear.
- the disadvantage is it is too time consuming as it involves checking up on lots of records and documentations.
1e. Explain two critical conditions relating to collection of information on standards and policies
Department manager will be assigned to overview this problem and collect information on the company performance standards and quality control policies.
Guidelines
To check whether SOPs on company organisational standards and quality control policies was properly done e.g. whether there is possible cost cutting in procuring carpet at good prices; e.g. pre-negotiated agreed term and price based on pre-determined criterias and number of hotels to be awarded for say next 2 years, i.e. volume ordering may cut down on price.
To meet regularly with project and design team members/suppliers & contractors to get the information and ensure clear communication.
Agreement on performance objectives and standards
- Quality target match as what Hotel wants
- Cost efficiency in procurement/design
- Collaboration across project teams managing hotel project
Timeline – 1 month
2. Identify the root cause
- No Cost efficiency in procurement/design
2a. The analytical tool/technique used in problem solving and decision making process:
5W1H question asking method.
The 5W1H question asking method refers to the use of open or probing questions using creative and logical thinking process in brainstorming to find possible causes of the problems, examines the process of work and getting to the root cause of problem.
3 possible causes of Budget over-run –
- No Cost efficiency in procurement/design
- No collaboration across project teams managing hotel project
- Quality target match as what Hotel wants – over designs incur higher cost
2a. Issues and challenges encounter when working with my team members are:
1. Trust issues among team members.
2. Poor communication & understanding skills
3. Office politics, clashes & stress due to cultural differences
4. Dull working environment – controlled environment due to work culture
5. Confusion in understanding roles – too many cross sharing jobs responsibilities
2b. Issues related to maintaining group dynamics during the project.
- Shared Purpose - a team must have a shared goal – I managed to move the team from drifting aimlessly to bring back to focus on individual task urgent on hand first.
- Trust and Openness – as it is a diverse environment, team members from various countries like Singapore, Malaysia, china, Indonesia, Hongkong – I have to move the team from an exclusive to a open work environment to build positive relationship
- Willingness to Correct Mistakes
- Diversity and Inclusion -move from negative to a positive relationship
- interdependence and a Sense of Belonging – as a one body as workmates and friends after work
- Consensus Decision Making – making everyone in team that it is a team effort, team rewards
- Participative Leadership – encourage everyone in team to contribute, from passive to being actively involved in every project discussion
2c. I manage diversity of members’ views and conflicts during the project
By conscientiously creating a harmonious, diverse workplace as team effort making sure every member of the team contributes to fostering an inclusive workplace.
- Using local language at work as far as possible
- Making regular check-ins with team members
- Making the workplace a safe inclusive space
- Asking all team members for their input on improving workflow and strategies
- Create opportunities for group conversations
- Posting multilingual signage around the workplace
Assessment 2
1. Action Plan to implement
Solution: To increase Cost efficiency in procurement/design so as to reduce/meet project budget
Components of an action plan consist:
1. Measurable objectives:
- Cut down project cost by 10% in one year; and implement and improve SOPs on Procurement in 60 days
2. Resources required: good computerized system and softwares to aid workflow and information flow 24/7
3. Manpower needs: Sufficient trained and qualified staffs to run through thoroughly past and present projects records and implement an efficient procurement system
4. Financial resources: Initial implementation cost of S500,000
5. Actions & timelines:
- train the internal stakeholders first, then with solid data and records, to convince external stakeholders to implement and improve SOPs on Procurement
- train internal stakeholders like project team members within one to two month, and external stakeholders like Hotel management within six months
6. Roles and responsibilities:
- Team leaders of respective department to train, take charge and institute actionable plans for their team members.
- Managers to implement Project standards, policies and quality SOPs
- Getting buying-in & support of stakeholders – it is important that manager is able to convince stakeholders to change SOPs for collaboration and supports from different stakeholders as it is important to ensure plans are implemented successfully
- Timing of implementing action plan (is the rollout date for the implementation plan appropriate – it is crucial to have a attainable timeline so that objectives are met
2a Criteria used to evaluate the effectiveness of the implementation plan
- Meeting task or job objectives – ensure that the end result is to reduce project costs are met and within timelines
- Meeting performance targets or standards – ensure that communication and regular meetings to bring forward ideas and timely decision make to meet targets
2b. Tools and techniques used and their features to identify any future potential performances deficiency of the implementation plan
Evaluation methods
- On the spot inspection – go down to project site to work closely with site staffs and managing resources efficiency
- Feedback from all internal and external stakeholders e.g. suppliers, contractors, hotel management and team members
- Tracking and monitoring implemented solution for a duration of say 1 year
Develop Corrective action plan
3a. Corrective action plan (after action review) for potential shortfall
e.g. Modifications to restore and enhance effectiveness in cost cutting measures implemented
- Provision of additional resources – clear design requirements/SOPs of stakeholders
- provision of skills training – ensure all staffs are well qualified
- Change of tools/equipment – ensure all softwares are up to-date for smooth continuous implementation
- Reassignment of roles and responsibilities – ensure not suitable staffs to be shifted to other roles and replace with one who is well qualified to handle the job task
- Reschedule of timings for completion – if need be and delays may be unavoidable
3b. Explain a method you would use to conduct a follow up review to ensure that the corrective action is effective
Corrective action plan (after action review) for potential shortfall
e.g. Modifications to restore and enhance effectiveness in cost cutting measures implemented
- Provision of additional resources – clear design requirements/SOPs of stakeholders
- provision of skills training – ensure all staffs are well qualified
4. Action(s) to take to formalise the implemented solution as part of the organisation’s SOP.
To avoid recurrence of performance deficiency in the future, I need to revise organisation’s current SOPs
- Promulgation of directives, circulars and memorandums to various internal and external stakeholders by providing formal documentation and references to serve as source for SOPs
- Announce to relevant parties concerned to ensure all stakeholders are aware of the procedures promulgated
Advantage(s):
- all stakeholders are clear and formally informed of any change in plan so that various stakeholders can follow up on the implemented change in plans
- efficient use of resources and reduce wastages
- improve working relationship with all stakeholders as it smoothen the workflow and efficiency and meet timelines of project completion
- it allows share information/collaboration ensuring that all stakeholders are aligned in its objectives. It also strengthens relationships and various team cohesion, exchange feedback about projects and ideas.
Disadvantage(s)
- People are naturally resistant to changes and not all may follow diligently
- It may take times for changes to filter through or take effect efficiently to all stakeholders
1. Action Plan to implement selected solution
Implementation plan
Solution: To increase Cost efficiency in procurement/design so as to reduce/meet project budget
Components of an action plan consist:
1. Measurable objectives:
- Cut down project cost by 10% in one year; and implement and improve SOPs on Procurement in 60 days
2. Resources required: good computerized system and softwares to aid workflow and information flow 24/7
3. Manpower needs: Sufficient trained and qualified staffs to run through thoroughly past and present projects records and implement an efficient procurement system
4. Financial resources: Initial implementation cost of S500,000
5. Actions & timelines:
- train the internal stakeholders first, then with solid data and records, to convince external stakeholders to implement and improve SOPs on Procurement
- train internal stakeholders like project team members within one to two month, and external stakeholders like Hotel management within six months
6. Roles and responsibilities:
- Team leaders of respective department to train, take charge and institute actionable plans for their team members.
- Managers to implement Project standards, policies and quality SOPs
Effectiveness of the implementation plan
2a. Explain two factors and the criteria used to evaluate the effectiveness of the implementation plan.
2b. Explain the tools, techniques used and their features to identify any future potential performance deficiency of the implementation plan.
2a Two Factors to consider for effectiveness of the implementation plan
- Getting buying-in & support of stakeholders – it is important that manager is able to convince stakeholders to change SOPs for collaboration and supports from different stakeholders’ support are important to ensure plans are implemented successfully
- Timing of implementing action plan (is the rollout date for the implementation plan appropriate – it is crucial to have a attainable timeline so that objectives are met
2a Criteria used to evaluate the effectiveness of the implementation plan
- Meeting task or job objectives – ensure that the end result is to reduce project costs are met and within timeliness
- Meeting performance targets or standards – ensure that communication and regular meettings to bring forward ideas and timely decision make to meet targets
2b. Tools and techniques used and their features to identify any future potential performances deficiency of the implementation plan
Evaluation methods
- On the spot inspection – go down to project site to work closely with site staffs and managing resources efficiency
- Feedback from all internal and external stakeholders e.g. suppliers, contractors, hotel management and team members
- Tracking and monitoring implemented solution for a duration of say 1 year
3a. Develop a corrective action plan for potential shortfall which you have identified.
Corrective action plan (after action review) for potential shortfall
e.g. Modifications to restore and enhance effectiveness in cost cutting measures implemented
- Provision of additional resources – clear design requirements/SOPs of stakeholders
- provision of skills training – ensure all staffs are well qualified
- Change of tools/equipment – ensure all softwares are up to-date for smooth continuous implementation
- Reassignment of roles and responsibilities – ensure not suitable staffs to be shifted to other roles and replace with one who is well qualified to handle the job task
- Reschedule of timings for completion – if need be and delays may be foreseen
3b. Explain a method you would use to conduct a follow up review to ensure that the corrective action is effective
Corrective action plan (after action review) for potential shortfall
e.g. Modifications to restore and enhance effectiveness in cost cutting measures implemented
- Provision of additional resources – clear design requirements/SOPs of stakeholders
- provision of skills training – ensure all staffs are well qualified
Formalising the implemented solution
4. Action(s) to take to formalise the implemented solution as part of the organisation’s SOP.
To avoid recurrence of performance deficiency in the future, I need to revise of organisation’s current SOPs
- Promulgation of directives, circulars and memorandums to various internal and external stakeholders by providing formal documentation and references to serve as source for SOPs
- Announce to relevant parties concerned to ensure all stakeholders are aware of the procedures promulgated
Advantage(s):
- project cost budget will be met or reduce cost over-run
- efficient use of resources and reduce wastages
- improve working relationship with all stakeholders as it smoothen the workflow and efficiency and meet timelines of project completion
- it allows share information and encourage an open discussion ensuring that the various teams are aligned in its objectives. It also strengthens relationships and various team cohesion, exchange feedback about projects and ideas.
Disadvantage(s)
- it is too time consuming and not everyone want to engage in giving feedback, discussion as it involves backing up with lots of records and documentation.
- Database of completed projects – collecting informations relating to budget over-run is time consuming as it involves checking up on lots of records and documentations.
Generate three most viable ideas in terms
Criterias: Budget, Timelines Easy to implement
Short Range:
Team leader being highly experienced – to personally coach internal team members on how to identify all the shortfalls – in design, cost over-run items within one month
Within Budget: will help to reduce project cost as it moves along
Timelines: will affect project deadline as it takes time to train and implement
Easy to implement: need time to train and coach depending how the experience level of each staff
Outcome: can solve problem in reducing project cost but may delay the project completion time
Medium Range:
Team leader being highly experienced – to personally coach project site management team members on how to identify all the shortfalls – in design, cost over-run items within two month
Within Budget: will help to reduce project cost as it moves along
Timelines: will affect project deadline as it takes time to train and implement
Easy to implement: need time to train and coach depending how the experience level of each staff
Outcome: : can solve problem in reducing project cost but may delay the project completion time
Long Range:
Team leader being highly experienced – to regularly meet with hotel management/Design team members to highlight all the shortfalls and finetune/improve all SOPs – in design, cost over-run items within six month
Budget: will help to reduce project cost as it moves along
Timelines: will affect project deadline as it takes time to convince management to change SOPs
Easy to implement: need time to implement successfully with collaborative teams effort from internal and external stakeholders
Outcome: will help to reduce project cost greatly as it is implemented from the top down
Select the preferred idea from three shortlisted ideas for each criteria:
Team leader being highly experienced – to personal coach internal team members on how to identify all the shortfalls – in design, cost over-run items within one month
Implementation Plan for selected solution
1. Draw up an action plan to implement the chosen solution with relevant components/stakeholders
2. Identify the impact of the implemented solution and action plan
3. Communicate the preferred solution to internal and external stakeholders using the most suitable mode of communication e.g. face to face open discussion meeting with key stakeholders
Components of an action plan consist:
1. Measurable objectives:
- Cut down project cost by 10% in one year; and implement and improve SOPs on Procurement in 60 days
1. Resources required: good computerized system and softwares to aid workflow and information flow 24/7
2. Manpower needs: Sufficient trained and qualified staffs to run through thoroughly past and present projects records and implement an efficient procurement system
3. Financial resources: Initial implementation cost of S500,000
4. Actions & timelines:
- train the internal stakeholders first, then with solid data and records, to convince external stakeholders to implement and improve SOPs on Procurement
- train internal stakeholders like project team members within one to two month, and external stakeholders like Hotel management within six months
5. Roles and responsibilities:
- Team leaders of respective department to train, take charge and institute actionable plans for their team members.
- Managers to implement Project standards, policies and quality SOPs
- Format and contents used to evaluate the effectiveness of the implementation plan
I have to ensure the implementation plan works by using reflective mechanisms e.g. self reflection on what went wrong, how can it be done correctly or focus group discussion with internal and externa stakeholders to brainstorm for improvements or any shortfalls
Methods for Gathering feedback – this will give clear information whether targets or problems solved
- Verbal Feedback or voice mail from internal and external stakeholders
- Written feedback in the form of written memorandum, electronic mail, formal letters or surveys
- On the spot inspection through trouble shooting or site finding
- Track and monitor Implemented solution for an appropriate duration
Corrective action plan (after action review) – the modifications required to revise the implementation plan make up the details of the components
Modifications to restore and enhance effectiveness
- Provision of additional resources
- provision of skills training
- Change of tools/equipment
- Reassignment of roles and responsibilities
- Reschedule of timings for completion
I have identified the sources of failure of the implementation plan, I
- Tools and techniques used and their features to identify any future potential performances deficiency of the implementation plan
Evaluation methods
- On the spot inspection – go down to project site to work closely with site staffs and managing resource efficiency
- Feedback from all internal and external stakeholders e.g. suppliers, contractors, hotel management and team members
- Tracking and monitoring implemented solution for a duration of say 1 year
Focus group
Town hall meeting
Self reflective
Brief:
Company: Kerry Properties HK Pte Ltd
Business: Shangri La Hotels Project Development in Mainland China
Departments for Hotel Development Projects:
Procurement, Contracts and Tendering
Design -
Project Management -
Hotel Management -
I am Christina Phau, manager from Procurement, Contracts and Tendering – in charge with team members assisting in various hotels development project and work packages like main building structure, interior works, FF&E and m& e works.
Role Play
Performance deficiency that is affecting my department.
Budget over-run
- Root cause: No Cost efficiency in procurement/design
Generate three most viable ideas in terms
Short Range:
Medium Range:
Long Range:
Develop 2 pertinent criteria
Budget
Timelines
Select the preferred idea from three shortlisted ideas for each criteria:
Activity 1
As you sit back and consider your report to management, you decided to:
1. List what you know about the performance deficiency.
1. Performance deficiency
Low Productivity on new equipment – source from productivity reports – production efficiency to meet minimum 90% efficiency
Quality drop – source from sales report, return goods exceed 10% of sales
High attrition of production workers – from HR report -not more than 10% on quarterly
2. Methods of collecting information
Focus group/survey/feedback – have a meeting with floor managers, team discussion
Interviewing workers, staffs who left the company – find out why the workers couldn’t perform as expected, why they are upset with
Database of info on productivity & outputs
3. what will be the organisational standards and quality control policies used
Organisation standards on output per equipment per no of workers per week – to review daily for 1 month
Efficiency, Quality and Performance standard on equipment/products – how efficient are staffs able to operate new machine with expected quality and output – management to review existing SOPs and seek agreements on what are to be achieved on quality and productivity standard
HR standard – all staffs operating on new equipment must be properly trained
4. Pros and Cons methods to collect information
Target group
- Supervisors
- employees
Pros – collecting data info on equipment from documents review
Give accurate factual assessment on performances
Cons – time consuming, may not find root cause
Pros – interviewing employees who left company
Able to find out root cause of why they leave and can deal with it
Cons – staffs may be unwilling to share due to fear of affecting their colleagues, time consuming, emotionally charge
5. what are the critical conditions/considerations relating to collection of information on standards and policies
Appropriate personnel – Project manager will be assigned to overview this problem within 1 month timeline and collect information on the company performance standards and quality control policies. At the same time HR are assigned 7 days timeline to find out the reasons of high attrition rate
Guidelines
To check whether their training and SOPs was properly done
To talk and interview each and individual employee to get the information and ensure clear communication
Agreement on performance objectives and standards
- Production target match as what supplier promised
- Productivity
- Efficiency
Timeline – 1 month
Why did Glenda felt urgency to engage an externals facilitator to build an effective team
Problem :
- No synergy and no alignment of personal goals with team goals
- Individual ability is good, but no cohesive teamwork
- Tech increases competition and no cooperation/collaboration, hence this would cause the entire team to be more fragmented and disintegrate faster
How did the team managed to reach the performing stage faster and finally to earn the award
- Two long session at the beach help to establish a common language for the team to communicate, standardize expectations to improve accountability and create an emotionally stable culture
- They discussed their teams’ core values and their vision for themselves and their organization
- At the teams’ hard work and effort, hence getting the award
How would Glenda manage diversity of members views and conflicts
- Embrace diversity of the members’ views, act as a mediator
- Setting team rules of engagement
- Handling conflicts using management techniques such ass constructive-conflict approach
- Implement a comprehensive team development program,
- Engage an external facilitator to build a more effective team
Deficiency
Low productivity
Method
Fishbone is a visual way to look at cause and effect faster
3 possible causes
a. Staff having inadequate training
b. machine defects – underperformed
c. compensation and benefits – low morale
main cause
a. Staff having inadequate training
