4. Games
15 Minutes
1. Find out something unique about each person on the
team (5 points)
2. Sing a song together (15 points)
3. Make a paper airplane and throw it from one end of
the room to another (10 points)
4. Get everyone in the room to sign a single piece of
paper (5 points)
5. Count the number of pets owned by your group (20
points)
6. Assign a nickname to each member of the team (5
points)
7. A3
A3 Report is a useful tool for problem
solving. It provides a clear framework for
problem solving steps.
A3报告是一种很有用的工具，为解决问
题确定了一个清晰的架构。它能让报告
者深入了解出现的问题或机遇，为全面
解决问题提供思路。
11. Example
BACKGROUND
Cost control on alcoholic Beverages. In line with “United for Efficiency”, Finance and HR
looking for ways to control alcoholic beverages consumption
CURRENT CONDITIONS
2015 Replenish when the stock is out of orders
2016 Similar
Three types of Drink: Beer, Wine, and Liquor
GOAL
Reduce cost and control measurement
ANALYSIS
Data extract from HR and Finance
Comparison of data from 2015-2016
2015 2016
Beer 683 272
Wine 1348 1578
Liquid 874 2740 (Annual Dinner)
Total 2222 4590.
.
PROPOSAL
Practices:
2015-2016: Replenish whenever the stock is out
2017: Refill beer for one carton per quarter RM 480
Refill wine one bottle per month RM 574
Overview of Expenses
Reduction 10% of total expenses from RM 4590 to RM 4128
2015 2016 2017
Beer 683 272 480
Wine 1348 1578 600
Liquid 874 2740 1420 (Annual Dinner)
Total 2222 4590 2500
PLAN
Implement scheduled refilling of beer and wine from December onward
Limit to two bottles of red wine in the chiller. The rest of the red wine in
server room. Quarterly refill
Place more red wine bottles for guest visit and special functions
FOLLOW UP
Monitor the usage for 1 quarter. Review at the end on March
Solicit feedback from HODs
12. BACKGROUND
Dispatch deliver services managed by Ashley Wong and Shukur to serve the document needed to
deliver to Klang Valley area.
CURRENT CONDITIONS
8:30-10.00 Preparation and waiting time
10:00-5:00 Deliver to Klang Valley
5:00-600 Back to Office
Had a group discussion among HR, Finance, and Admin on 16th
March
Hold a discussion with implementation team and internal client for feedback 20th
-24th
March
Drafted a revised delivery services in A3 format on 24th
March
GOAL
Reduce waiting time
Plan for daily route
Reduce unnecessary movement
ANALYSIS
8.30-10:00 Waiting time
10:00-5:00 Dispatch Assistant decides the route
Customers demand to send the document to the same areas twice
Customers unsure of his where about
Customers call direct while he is riding the motorcycle
5:00-6:00 TNB (Current)
.
PROPOSAL
Schedule
8:30- 9:30 AM Bank in cheques at Banks in Puchong area
9:30-10:00 AM Route Planning and Special Request Briefing
10:00-2:30 PM KL/PJ Areas (Zone 1)
2.30 – 4:30 PM Shah Alam, Puchong, Damansara Areas (Zone 2)
Return to office only if there is urgent delivery to Zone 2 areas
4:30-6:00 PM Return to Office, Briefing to HR, Assist office works
Note:
a. Priority is given to Contract Department to deliver document at 11:00 AM. Dispatch
Assistant will deliver documents to Puchong areas before 11:00 AM.
b. Dispatch Assistant will only return to office at 2:30 PM if there are urgent additional
documents need to deliver to Zone 2
c. Dispatch Assistant will not return to the same zone twice unless necessary.
d. HR to be the contact point if internal customers want to deliver and or collect new
Items unless there is additional specific requirement needed for the current
documents. Dispatch Assistant is on the road most of the time. It may cause safety
issues and anxiety.
e. Documents need to send to HR before 930 AM for same day delivery.
f. Cheques need to send to HR a day before for next day delivery. 530 PM is the
Cutoff time (for cheques of the big amount will require the team to help to bank in
before 4 pm)
g. Kindly leave a post-it note on the documents for special requests and brief to HR or
Dispatch Assistant directly. Otherwise, HR will not know the exact instructions and
may cause confusion and frustration.
i. The delivery of the services best to handover to HR only two days before the delivery
date unless special circumstance such as annual leave, outstation, etc.
PLAN
1. Communicate to Internal customers via Emails or WhatsApp
2. Implement with effect from 1st April to 30th April for trial period
FOLLOW UP
1. Review on 1st May with Finance, Admin, Project and Contract team
14. Exercises演习
Your Example (15 Minutes)
Sharing (20 Minutes)
Your Second Example (15 Minutes)
你的例子（15分钟）
分享（20分钟）
你的第二个例子（15分钟）
15. Game:
Grouping 15
Minutes
Favorite color
Number of siblings
Shoe size
Favorite subject in
school
Number of Boy/Girl
friends
Chinese Zodiac Sign
喜欢的颜色
兄弟姐妹数量
鞋号
最喜欢的科目在学校
男孩/女孩的朋友数量
中国十二生肖
21. 1
Personal
Dream
1. Discover:What have I achieved so far?What
are my strengths?
2. Dream: What are my dreams?
3. Design:What are the possible steps?
4. Deliver:What re my action plan?
23. Exercise
10 Minutes
Answer
Questions
10 Minutes
Sharing
Ask ideas for 3
and 4
Discover:What have I achieved so far? What are my
strengths?
Dream: What are my dreams?
Design:What are the possible steps?
Deliver:What re my action plan?
29. Performance
Improvement
1.What are the achievements of the employee?
What are his strengths? When were his high
performance moment?
2.What desirable performance we would like to
see him achieving in his next level of
improvement?
3.What possible steps he can take?
4.What is the possible action plan and follow
up?
31. Performance
Improvement
1.What are the achievements of the employee?What are his
strengths?When were his high performance moment?
2.What desirable performance we would like to see him achieving
in his next level of improvement?
3.What possible steps he can take?
4.What is the possible action plan and follow up?
37. Factors Priorities Solutions
Actual operations is different
from what being taught 4
Standardize work
Hostile Supervisors 1 Provide supervisors training or
change supervisors
No enough chair and micro-
scope
2 Putchase chairs
No welcoming ceremony 3 Engage personnel
Performance Problems: High turn over for operators at test Site or 40% per week
