Group Exercise Designing an Effective Inquiry-Handling System

1. Group ExerciseDesigning an Effective Inquiry-Handling System Valeria Di Fiori & Robert Whyte Sydney, AustraliaDecember 2010

2. Systems: Plan versus Practice • Quiz: What is a “system”? • A combination of parts forming a complex whole–Often including organization, processes, tools • A coordinated plan of procedure–Clearly articulated, with timeframes, such as through guidelines • Consistent implementation of a plan–Often aided through the use of checklists and flow charts • All of the above • Without these elements, you do not have a system. You are “going from memory” or “playing it by ear.” 

3. No Implementation Plan = Disaster Story of the Invention of the Aviation Checklist • 1935: U.S. Army plans to buy 200 bombers • Boeing leads competitors in final evaluation • Army Major Ployer Hill leads testing • 17 years of flight experience • Tested over 60 new Army planes • On take-off, crew forgets to release elevator lock. Plane turns on one wing, crashes, and bursts into flames. 2 men die, and 3 are seriously burnt. • Newspapers call Boeing’s B-17 “too much plane for one man to fly”. Company is close to going out of business. • Boeing pilots get together to develop four checklists–take-off, flight, before landing, and after landing–that will save lives and the company. • 12 new test planes fly 1.8 million miles with no accidents. Eventually, Army orders nearly 13,000, and the plane becomes WWII’s famed “Flying Fortress.” • The planes were not too much for one man to fly. They were too much for one man to remember. Checklists save Boeing’s B-17 program after early disaster.

4. System Implementation • Quiz: From the last presentation, can you recall what combination of parts make up an inquiry-handling system? Reception Screening Processing Response Follow-Up

5. Mapping Systems with Flow Charts Like the B-17, too much for 1 person to remember!!! Investor INQUIRY Made No Send to Junior Officer Acknowledge Receipt Analyze Info Needs Priority Sector Yes No Get info from partners All Info On Hand Yes Investor DECISION Made

6. Group Exercise: Instructions • Break into 3 teams of 5-6 people. • Using your flip charts, you will map out a basic system flow chart for the inquiry-handling process of Alpha IPA, Beta IPA, and Delta IPA. • The three IPAs are of differing size and resources – small, medium and larger – defining the number of employees dedicated to investment facilitation. • Assume each IPA has: • Only some of the information on hand which they need to respond to inquiries • E-mail, telephones, mobiles, faxes, voicemail, web sites, and CRM software • Relationships with ministries and private sector associations • Before you map the flow chart, agree on an organizational chart for your IPA.

7. Group Exercise: Instructions • Divide the work among your group as follows: Alpha IPA Beta IPA Delta IPA

8. Group Exercise: Instructions • You have 20 minutes to design your assigned part of the inquiry-handling process. Do this on a piece of paper with your partner. • Then, regroup with the rest of your team to combine your flow charts on the team’s flip chart. You have another 20 minutes to make sure that your components fit together well. • The final system should ensure: • All inquiries are handled promptly and get a response • High quality • Consistent treatment, regardless of responder • Priority inquiries get special attention

9. Good Luck!