Download - KT P ROBLEM S OLVING AND D ECISION M AKING
KT KT PPROBLEM ROBLEM SSOLVING AND OLVING AND DDECISION ECISION MMAKINGAKING
24 August 201045/F RET Conference Room
ON THE JOB APPLICATION
““Delay in JS.com Invoice Processing”Delay in JS.com Invoice Processing”
An application of the SAPADAPPA methodology in invoice processing of JS.com
Efirey M. Vizcarra Jobstreet.com Philippines, Inc
KT PSDM Process Application
CHALLENGECHALLENGE
BACKGROUND OF THE PROBLEMBACKGROUND OF THE PROBLEM Jobstreet.com uses two system in recording sales transaction, Intranet and Platinum. Both can generate an invoice but only Platinum invoice are send to client because it is BIR registered.In the end of 2009 JS.Com has total sales force of around 50 people and now it has 74 and continuously growing.The invoice processor assigned in JS.Com is only one which 90% of her time is focused on invoicing.The TAT for invoice processing of JS.Com Platinum invoice is 2 days but currently we are delayed by 2 more days.There is also separate invoice processor assigned for JS Select but due to the low number of transaction only 20% of his time was focused on invoicing while the remaining the remaining 80% is for other operational activity.Todate, we are processing P1,500 invoice per month or an average of 70 per day from 56 in 2009.Per our time and motion analysis we need 12 mins to process and print one Platinum invoice.
KT PSDM Process Application
I. Situation Appraisal
II. Problem Analysis
III. Decision Analysis
IV. Potential Problem Analysis
Problem Solving & Decision Making ProcessProblem Solving & Decision Making ProcessProblem Solving & Decision Making ProcessProblem Solving & Decision Making Process
KT PSDM Process Application
SITUATION APPRAISALSITUATION APPRAISALSITUATION APPRAISALSITUATION APPRAISAL
A. List Concerns
B. Set Priority
C. Plan Next Steps
D. Plan Involvement
KT PSDM Process Application
THREATS and OPPS
SEPARATE AND CLARIFY
Delayed in Jobstreet.com invoicing
Processing of Platinum Invoice is delayed by 2 days from TAT in 1st half of 2010
Increase in volume of transaction in 1st half of 2010
Incompatibility of Platinum systems with sales intranet system
Increase TAT of OR issuance
Increase operational activity in Bills Payment identification
Key in all tax information in OR like VAT, EWT and Zero Rated
Motivation of people
Implement new KPI parameters
Revisit current incentive scheme
Enroll staff in seminar and trainings
I.A. List ConcernsI.A. List Concerns
SITUATION APPRAISALSITUATION APPRAISALSITUATION APPRAISALSITUATION APPRAISAL
KT PSDM Process Application
I.B. Set PriorityI.B. Set Priority
CONCERNS CI FI TF AVE
Processing of Platinum Invoice is delayed by 2 days from TAT in 1st half of 2010
H H H H
Increase in volume of transaction in 1st half of 2010 M M M M
Incompatibility of Platinum systems with sales intranet system
H H H H
Increase operational activity in Bills Payment identification
M M M M
Key in all tax information in OR like VAT, EWT and Zero Rated
M M M M
Implement new KPI parameters H H H H
Revisit current incentive scheme L L L L
Enroll staff in seminar and trainings M M M M
SITUATION APPRAISALSITUATION APPRAISALSITUATION APPRAISALSITUATION APPRAISAL
KT PSDM Process Application
SITUATION APPRAISALSITUATION APPRAISAL
I.C&D. Plan Next Steps and Plan InvolvementI.C&D. Plan Next Steps and Plan Involvement
CONCERNS AVE Proc NEXT STEPS WHO WHEN
Processing of Platinum Invoice is delayed by 2 days from TAT in 1st half of 2010
H PA Gather more information
Sheena August 28
Set PA meeting Yolly and Sheena
August 28
Incompatibility of Platinum systems with sales intranet system
H DA Validate data Francis August 24
Set DA session Francis and Vangie
September 6
Implement new KPI parameters
H POA Set POA meeting Grace August 25
KT PSDM Process Application
I. Situation Appraisal
II. Problem Analysis
III. Decision Analysis
IV. Potential Problem Analysis
Problem Solving & DecisionMaking ProcessProblem Solving & DecisionMaking Process
KT PSDM Process Application
PROBLEM ANALYSISPROBLEM ANALYSIS
A. Describe the Problem1. State the Problem
2. Specify the Problem
B. Develop Possible Causes Using Knowledge and Experience and/or Distinction and Changes
C. Prove the True Cause1. Test Possible Cause
2. Identify Most Probable Cause
3. Verify True Cause
D. Think Beyond the Moment1. Extend the Cause
2. Extend the Fix
KT PSDM Process Application
PROBLEM ANALYSISPROBLEM ANALYSIS
II.A.1. State the ProblemII.A.1. State the Problem
Processing of Platinum Invoice is delayed by 2 days in 1st half of 2010
KT PSDM Process Application
Problem Statement: Processing of Platinum Invoice is delayed by 2 days in 1st half of 2010
PROBLEM ANALYSISPROBLEM ANALYSIS
II.A.1. State the ProblemII.A.1. State the Problem
IS IS NOT Distinctions Changes
WHAT
Object1. Jobstreet .com Platinum Invoice processing time
Jobstreet Select Invoice processing time
Number of Invoice Transaction
Increase in number of sales people in Jobstreet.com in Q1
Deviation2. Delay by 2 days from TAT
within TAT Person who process the invoice is different
No changes were identified
WHERE 3. At Invoice Processor At Invoice Final Approver
Operational activities of Invoice processor
Implement compliance audit in Q1
WHEN First 4. Quarter 1 Before Number of Invoice Transaction
Increase in number of sales people in Jobstreet.com in Q1
Since 5. Continuously Sporadic
In the cycle 6. During the matching of documents
During the final approval of invoice
Different in operational process
No changes were identified
EXTENT
How Many Objects 7. Almost 30% More or less
What is the size 8. 70 More or less
How Many Deviations9. # of GAP? need more data
N/A
What is the trend 10. Increasing Stable
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PROBLEM ANALYSISPROBLEM ANALYSIS
II.B. Develop Possible CausesII.B. Develop Possible Causes
1. One invoice processor for JS.Com
2. Too much manual operational process to invoice one transaction
3. Increase in volume of sales transactions
4. Non submission of sales order documents
KT PSDM Process Application
PROBLEM ANALYSISPROBLEM ANALYSIS
II.C.1. Test Possible CausesII.C.1. Test Possible Causes
Possible Causes 1 2 3 4 5 6 7 8 9 10 11
1. One invoice processor for JS.Com
/ / / / / / x
2. Too much manual operational process to invoice one transaction
/ / / / / / x
3. Increase in volume of sales transactions
if if if / / if x
4. Non submission of sales order documents / / / / / if x
KT PSDM Process Application
Increase in volume of sales transactions.
II.C.2. Identify Most Probable CauseII.C.2. Identify Most Probable Cause
PROBLEM ANALYSISPROBLEM ANALYSIS
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1. Check when in Q1 actually increase the number of sales people
2. Compare the number of invoice process in 2009 against 2010 YOY
3. Compute for the time and motion analysis of invoice processing
II.C.3. Verify True CauseII.C.3. Verify True Cause
PROBLEM ANALYSISPROBLEM ANALYSIS
KT PSDM Process Application
1. Extend the Causea. Check if the new sales hired
are assigned to new businesses
b. Check if the increase in sales is due to seasonal
c. Check if the increase in sales is due to low price
2. Extend the Fixa. Check on how we can simplify
invoice processing
II.D. Think Beyond the MomentII.D. Think Beyond the Moment
PROBLEM ANALYSISPROBLEM ANALYSIS
KT PSDM Process Application
I. Situation Appraisal
II. Problem Analysis
III. Decision Analysis
IV. Potential Problem Analysis
Problem Solving & Decision Making ProcessProblem Solving & Decision Making Process
KT PSDM Process Application
III. DECISION ANALYSISIII. DECISION ANALYSIS
A. Clarify Purpose1. State Decision
2. Develop Objectives
3. Classify Objectives
4. Weigh the Wants
B. Consider Alternatives 1. Develop Alternatives
2. Evaluate the Alternatives
C. Consider Risks
D. Make a Decision
KT PSDM Process Application
Select A Way To Meet The TAT of Invoicing for Jobstreet.com
DECISION ANALYSISDECISION ANALYSIS
III.A.1. State the DecisionIII.A.1. State the Decision
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OBJECTIVES M/W
Meet the 2 days TAT M
Completeness of sales ordering document W-10
Increase speed in invoice processing W-9
Skills of Invoice Processor W-8
Cascade of invoicing policy to sales W-7
DECISION ANALYSISDECISION ANALYSIS
III.A.2,3,4. Develop & Classify Obj., and Weigh the WantsIII.A.2,3,4. Develop & Classify Obj., and Weigh the Wants
KT PSDM Process Application
1. Hire additional processor
2. Utilize JS Select processor to assist
3. Automate invoice processing
DECISION ANALYSISDECISION ANALYSIS
III.B.1. Develop AlternativesIII.B.1. Develop Alternatives
KT PSDM Process Application
DECISION ANALYSISDECISION ANALYSIS
III.B.2. Evaluate AlternativesIII.B.2. Evaluate Alternatives
OBJECTIVES M/W Hire Additional Processor
Utilize JS Select
Processor
Automate Invoice
ProcessingMeet the 2 days TAT M Go Go Go
Completeness of sales ordering document
W-10
10/100 10/100 10/100
Increase speed in invoice processing
W-9 8/81 8/81 10/90
Skills of Invoice Processor
W-8 9/72 8/64 10/80
Cascade of invoicing policy to sales
W-7 10/70 10/70 10/70
TOTAL 323 315 340
KT PSDM Process Application
Hire Additional Processor Automate Invoice Processing
If new hire can’t understand the process immediately then invoice will be delay
H
H
If the systems breaks down then invoice will done manually
H
H
If employees productivity decreases then cost to invoice increases
M
H
If there are delays in the implementation of the automation then the delivery of the invoice will be interrupted
M
M
Alternative “Hire Additional Processor” is too risky given its advantages. Therefore, I choose “ Automate Invoice Processing”
DECISION ANALYSISDECISION ANALYSIS
III.C. Identify RisksIII.C. Identify Risks
KT PSDM Process Application
Automate Invoice Processing
DECISION ANALYSISDECISION ANALYSIS
III.D. Make DecisionIII.D. Make Decision
KT PSDM Process Application
I. Situation Appraisal
II. Problem Analysis
III. Decision Analysis
IV. Potential Problem Analysis
Problem Solving & Decision Making ProcessProblem Solving & Decision Making Process
KT PSDM Process Application
A. Identify Potential Problems1. State the Action
2. List Potential Problems
B. Identify Likely Causes
C. Take Preventive Actions
D. Plan Contingent Action and Triggers
POTENTIAL PROBLEM ANALYSISPOTENTIAL PROBLEM ANALYSIS
KT PSDM Process Application
POTENTIAL PROBLEM ANALYSISPOTENTIAL PROBLEM ANALYSIS
Automate Jobstreet.com Invoice Processing to achieve TAT in 6
months
IV.A.1. State the ActionIV.A.1. State the Action
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Potential Problem Probability Seriousness
Downtime of Computer Server H H
System glitch of the program H H
Difficulty of the process L M
Security of the program M L
POTENTIAL PROBLEM ANALYSISPOTENTIAL PROBLEM ANALYSIS
IV.A.2. List Potential ProblemsIV.A.2. List Potential Problems
KT PSDM Process Application
POTENTIAL PROBLEM ANALYSISPOTENTIAL PROBLEM ANALYSIS
IV.B & C. Identify Likely Causes & Take Preventive ActionsIV.B & C. Identify Likely Causes & Take Preventive Actions
Potential Problem Likely Cause Preventive Actions
Downtime of Computer Server
Intermittent internet connection
Get secondary internet connections
Power failure Back up system
System glitch of the program
Not properly test
Do parallel test before goes liveSystems
Incompatibility
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Potential Problem Contingent Action TriggersDowntime of Computer Server
Invoicing will stop Slow internet connections/Power failure
System glitch of the program
Invoice will set to error Sales ordering data did not match with printed invoice
POTENTIAL PROBLEM ANALYSISPOTENTIAL PROBLEM ANALYSIS
IV.D. Plan Contingent and TriggersIV.D. Plan Contingent and Triggers
KT PSDM Process Application
FINAL RESULTSFINAL RESULTS
(What results were achieved? What were some key learnings from the experience?)
I’m become more creative and innovative in solving a problem which resulted positively as expected. Sometimes the common answer to our problems is not the best possible solutions. The systematic and unique methodology of SAPADAPPA helps me develop and improve my PSDM and questioning skills .
KT PSDM Process Application
Thank You!Thank You!