Thumbs Up Handout

1Forssman Pacific CorporationForssman Pacific Corporation

HR Training and DevelopmentHR Training and Development

THUMBS UP!Thumbs Up! is the culture in Forssman

THE STORY BEHIND, THUMBS UP!

During the ancient times, a thumbs up is given by the King and/or audience as sign of approvaland to finish the job at hand!

In FORSSMAN, we want to beat our competitors through

excellent service

THUMBS UP!

THE STORY BEHIND, THUMBS UP!

During the WWII, a thumbs up is given byAmerican Pilots to the ground crew

to say I AM READY.It was also used by the Chinese to say to the

Americans, YOU ARE NUMBER 1!In FORSSMAN, we want our clients to give us the Thumbs Up! as their way of saying YOU ARE NUMBER 1!We also want to say to the wholeconstruction industry that WE AREALWAYS READY

2THUMBS UP!

In order to give our clientsThe ultimate THUMBS UP!

experience, we must have theRIGHT ATTITUDE!

A mental disposition regarding a certain object, person or situation.

ATTITUDE

ATTITUDE TOWARDS SELF

This is how I am. I cant change. People are not static. I can change

especially if I want to. I can be what I want to be.

Im better than everyone else. Im human like everyone else.

I have my own strengths and so do others.

3ATTITUDE TOWARDS CLIENTS

They ask for too much. We give too little. Their needs are

changing and we better keep pace.

They should understand our problems.

Were supposed to help solve their problems - not add.

4 IMPORTANT THINGS ABOUT ATTITUDE

1. You cannot always camouflage how you feel

2. Your attitude determines the level of your job satisfaction

3. Your attitude affects everyone who comes in contact with you, either in person or on the telephone

4. Your attitude is NOT fixed. You can choose your attitude

Forssman Pacific CorporationForssman Pacific Corporation


QUESTION

What is my attitude towards the company

4What is Forssman to me?

CRITICAL EMOTIONAL BONDS It is a name I can trust They deliver what they promise They always treat me fairly If a problem arises, I can always count on

them to reach a fair and satisfactory solution I feel proud to be part of the company They always treat me with respect It is the perfect company for people like me I cant imagine a world without them



By 2012, Forssman group is a leading global construction industry 7D Design,

Measurement and Analysis Innovator employing over 500 staff

Vision

5WHAT IS THE PURPOSE OF FORSSMAN?

Building Peace of Mind

IntegrityInnovationHumanityExcellenceLeadership Passion

FORSSMAN CORE VALUES

Creating the work environment where: Quality is a philosophy adopted by every employee; Management and all employees are responsive to customer needs

Providing on-time delivery of services Offering services at competitive prices Implementing the PDCA cycle on all essential processes

OUR QUALITY POLICY

6If we are able to minimize: Waiting Time Unnecessary process steps Over-production Rejects Preparation time (drafts, preliminary

meetings, pre-planning sessions) Transportation/Distribution

HOW CAN WE HELP THE COMPANY REACH ITS FULL POTENTIAL?

If we are able to minimize: Process Waste Materials Waste Levels of Communication Decision making levels Untidiness Bottlenecks

HOW CAN WE HELP THE COMPANY REACH ITS FULL POTENTIAL?



5S5S What is 5S?Benefits of 5SUltimate Goal5S ConceptGuidelines

7WHAT IS 5S?

Is a fundamental approach for productivity and quality

improvement in all types of businesses.

There are many reasons to begin 5S: It can easily be done Everyone can participate Waste is made visible Has a wide area of impact

WHY 5S?

Improves set up time and productivity Improves safety Reducing inventory and supply costs Minimizing overhead costs Provides an always-ready atmosphere

Good 5S Improves Quality Cost Morale Customer Experience

BENEFITS

8 Space is crowded Unnecessary items on desk Excess inventory on the floor Slow down process flow Equipments are dirty Needed equipments are hard to find

DO WE NEED 5S?

WE KNOW WE NEED 5S WHEN:

SeiriSeitonSeisoSeiketsuShitsuke

THE 5S CONCEPT



SEIRISEIRI(Sort)

9Sort and discard unnecessary items found in the workplace

When in doubt, throw it out

SEIRI (SORT)



SEITON(Systematize)

Arrange necessary items in order for use.

A place for everything, andeverything in its place

SEITON (SYSTEMATIZE)

10



SEISOSEISO(Sweep)

Clean the workplace thoroughly so that there is no dirt or dust on floors, furniture, and equipments

The best cleaning is to notneed cleaning

SEISO (SWEEP)



SEIKETSUSEIKETSU(Standardize)

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Maintain high standard of organization such that there is no dust or dirt anywhere

Ensuring that all techniques and methods are clear and well-understood by all

SEIKETSU (STANDARDIZE)



SHITSUKE(Self-Discipline)

Practice the first 4S spontaneously and willingly without being told or ordered

The less self-discipline you need,the better

SHITSUKE (SELF-DISCIPLINE)

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Do things spontaneously Do things spontaneously Do things spontaneously Do things spontaneously

without being told or without being told or without being told or without being told or

orderedorderedorderedordered

SELFSELFSELFSELF----

DISCIPLINEDISCIPLINEDISCIPLINEDISCIPLINE

SHITSUKESHITSUKESHITSUKESHITSUKE

Maintain high standard of Maintain high standard of Maintain high standard of Maintain high standard of

organizationorganizationorganizationorganizationSTANDARDIZESTANDARDIZESTANDARDIZESTANDARDIZESEIKETSUSEIKETSUSEIKETSUSEIKETSU

Clean your work placeClean your work placeClean your work placeClean your work placeSWEEPSWEEPSWEEPSWEEPSEISOSEISOSEISOSEISO

Arrange necessary items in Arrange necessary items in Arrange necessary items in Arrange necessary items in

good order for usegood order for usegood order for usegood order for useSYSTEMATIZESYSTEMATIZESYSTEMATIZESYSTEMATIZESEITONSEITONSEITONSEITON

Take out unnecessary items Take out unnecessary items Take out unnecessary items Take out unnecessary items

and disposeand disposeand disposeand disposeSORTSORTSORTSORTSEIRISEIRISEIRISEIRI

SUMMARY

TO HAVE AN EFFICIENT, EFFECTIVE AND PRODUCTIVE ENVIRONMENT THRU:

Effective use of Resources

Efficiency Improvement

ULTIMATE GOAL



For every minute spent in organizing, an hour is earned

13

THATS GREAT, BUT THE PROBLEM IS THE PERSON BESIDE ME!

CYCLE OF SERVICE

Company receives feedback Client meets the company

Client comes familiar w/ our services

Client negotiates in acquiring service

Client views proposal

Client signs contract

Project kick off meeting

Dept. heads work on the project

Departments collaborate on the projectRequest

for necessaryequipments

Process Request

Project is executed

Clients receive feedback

Clients make requests

Adjustments are made

Project is delivered

Client receives finished product

END CYCLE BEGIN CYCLERepeat business

TYPES OF CLIENTS

EXTERNAL CLIENTSINTERNAL CLIENTS

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But he is still my client! And I should treat him right

HE MAY BE A PAIN IN THE A**

And I can start by

AVOIDING THESE COMMON REACTIONS TO PROBLEMS

I did not cause the problem so I should not deal with it!

The situation is uncomfortable so I want to get rid of it as soon as possible!

My colleague is wrong/unfair/rude so he doesnt deserve polite treatment!

My colleagues negative reaction is contagious and I am beginning to act the same way!

The boss is not here so I cannot do anything!

HANDLING SELF WELL IN DIFFICULT SITUATIONS

Keeping things in perspective Focusing on the problem not the behavior Being objective in handling difficult

situations Take my colleagues concern seriously

and not personally

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HANDLING IRATE COLLEAGUES

Put yourself in their shoes Let them talk and identify their main

concerns Acknowledge, never interrupt Do not come in with your own logic or reason Listen actively and make mental notes Recognize his feelings and frustration Present viable solutions and confirm if he

agrees on the solution Thank your colleague for the feedback

HANDLING DIFFICULT SITUATIONS EFFICIENTLY

Its not our policy

Sorry

Heres what we can do...

Thank you

START BEING PROACTIVE!Promise vs. Delivery

Over Promise

Over Deliver

Neutral

Under Promise

Under Deliver

Dissatisfied Extremely Satisfied

Proactiveness is the key!

BOTTOMLINE

To meet and exceed their needs and much more!

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Forssman is not just a company or another company. It really is our home away from home. So what do you say lets

make it a great place to stay in

THINK ABOUT IT



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Thumbs Up Handout