Teamwork improvement, small kaizen

May 2016, Le Duy An

Teamwork kaizen

2Copyright © 2012 NTT DATA Corporation

About presenter

•10 years in offshore development for JP market

•3 years in Quality assurance and Quality process

•Reviewed more than 20 Quality reports before Customer delivery

• In charge of 30 people team at peak times. • Japanese, English and PMP credential holder

emptyan.blogspot.com


Agenda•What is team work?•Team work revisit

– Self-check/ internal review– Fix and fix (added requirements)– Keen on recording and root

cause analysis•Small Improvements

– Get ready quickly– Decide what first– Lunch right

•Real situations–Take our child to doctor


•What is team work, really?

–Answer 1–Answer 2–Answer 3

Team work revisit


Team work revisit

•Team work in action– Self check (take care of your own

responsibility)– Be honest on internal review (express

yourself and open to critics)– Be patient on external review (respect

process and teams’ decisions)• Fix• Re-fix• Retest/ retake evidences• Re-explain to your leader/customer


Team work revisit•Team work in action

– Keen on recording/ memo• Record our own works• Keep track of our own work• Write down team decisions (to do or not to do something)

• Be resourceful– Cooperative on root cause analysis

• Think deep to follow 5-Whys process (don’t simply stop at “Human mistake”)

• Be honest on similar check(remember you are not you bugs)


Teamwork communication

•People need reports, especially customer•What makes good reports ?

– TBF 1 – TBF 2 – TBF 3


Teamwork communication

•People need reports, especially customer•What makes good reports

– plan and actual– issues and impact on QCD– countermeasures to issues– answer to questions

• Based on process and standards• With evidences if needed


Some small improvements•Get ready quick for meeting

– Prepare laptops, check projector/ adapter 5 minutes before meeting

– Prepare some materials before, even simple•Be proactive during meeting

– Thinks forward • Don’t just spend time on situation or cause • Move on when information just repeated

– Apply Kanban (use post-it and white board etc.)

– Make clear information/request•Clear intention before action

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Copyright © 2012 NTT DATA Corporation

Some small improvements•When making plan:

– Clear What first, how after– Use domain (business) language to gain

understanding from customer– Use unified (limited) terminologies

• E.g Role / Authority

•Support new members• A good idea from NAL.vn

•Reflect our own events (good/bad) regularly

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A real situation

•Take our child to doctor• Hire someone to fix our air condition

What does these stories have to do with us?

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A real situation

•Take our child to doctor• Hire someone to fix our air condition

•Actually, our job is to provide a service. Our development contract is a Service Agreement.

•Each of us is a service provider

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A real situation (customer meeting)

After a 3 minutes explanation, customer asked “Do you understand ?”

•You answer “Yes”, then stop and wait

•Anything come to your mind?–TBF1– TBF2

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A real situation (customer meeting)

•After a 3 minutes explanation, customer asked “Do you understand ?”

•You answer “Yes”, then stop and wait

•Anything come to your mind?– Too short answer make customer anxious– Better answer: “Yes, JP side requested VN to

reconsider the schedule, is it correct?” (for example)

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A real situation (difficult team task)

•After the team took effort to make presentation material, some persons asked you to be presenter. You said “I am not good and not confidence at presenting”, but they insisted “that’s why you should take this chance to improve”, “we all agreed that you should present it”.

•What would you do next?–Refuse again and keep silence ?– Push the task to another one?–TBF

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A real situation (difficult team task)• After the team took effort to make presentation

material, some persons asked you to be presenter. You said “I am not good and not confidence at presenting”, but they insisted “that’s why you should take this chance to improve”, “we all agreed that you should present it”

• What would you do next?– Refuse again and keep silence ?– Push the task to another one?– Try to imagine worst scenario and try to

accept that– Clarify and minimize your responsibility

before taking the task

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A real situation (difficult explanation with JP leader)

•Describe a similar check with 30 minutes over phone and another 20 minutes over chat, still not clear!

•What should we do next–TBF1– TBF2

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A real situation (difficult explanation with JP leader)

•Describe a similar check•30 minutes over phone and another 20 minutes over chat, still not clear!

•What should we do next–Make clear a check process with steps, then

communicate using those steps (big-picture then small details approach)

– Assure detailed enough description

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SampleWe would like to check it step by step like below (email/ chat)

• From Design document, based on 07_.... agagaga.xlsx, pick up all [Search] Action.

• Open Eclipsea. With each [Search] action in step 1, open

<ActionID>Handler.Java

b. Search keyword [IOException], • has Catch(IOException) { throws BusinessException -> NG• has Catch(IOException) {throws NotFoundException -> OK• has no catch(IOException) -> OK

c. If there are some detail class inside (a), repeat (b) step with detail class.

Self Improvement

Teamwork improvement, small kaizen