KT PROBLEM SOLVING AND DECISION MAKING ON THE

KT PROBLEM SOLVING AND DECISION MAKING ON THE JOB APPLICATION “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 24 August 2010 45/F RET Conference Room

CHALLENGE BACKGROUND 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 80% is for other operational activity. §Todate, we are processing P 1, 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

Problem Solving & Decision Making Process I. III. IV. Situation Appraisal Problem Analysis Decision Analysis Potential Problem Analysis KT PSDM Process Application

SITUATION APPRAISAL A. B. C. D. List Concerns Set Priority Plan Next Steps Plan Involvement KT PSDM Process Application

SITUATION APPRAISAL I. A. List Concerns THREATS and OPPS SEPARATE AND CLARIFY Delayed in Jobstreet. c om invoicing Processing of Platinum Invoice is delayed by 2 days from TAT in 1 st half of 2010 Increase TAT of OR issuance Increase operational activity in Bills Payment identification Motivation of people Implement new KPI parameters Increase in volume of transaction in 1 st half of 2010 Incompatibility of Platinum systems with sales intranet system Key in all tax information in OR like VAT, EWT and Zero Rated Revisit current incentive scheme Enroll staff in seminar and trainings KT PSDM Process Application

SITUATION APPRAISAL I. B. Set Priority CONCERNS CI FI TF AVE Processing of Platinum Invoice is delayed by 2 days from TAT in 1 st half of 2010 H H Increase in volume of transaction in 1 st half of 2010 M M Incompatibility of Platinum systems with sales intranet system H H Increase operational activity in Bills Payment identification M M Key in all tax information in OR like VAT, EWT and Zero Rated M M Implement new KPI parameters H H Revisit current incentive scheme L L Enroll staff in seminar and trainings M M KT PSDM Process Application

SITUATION APPRAISAL I. C&D. Plan Next Steps and Plan Involvement CONCERNS AVE Processing of Platinum Invoice is delayed by 2 days from TAT in 1 st half of 2010 H Incompatibility of Platinum systems with sales intranet system H Implement new KPI parameters H PA DA NEXT STEPS WHO WHEN Gather more information Sheena August 28 Set PA meeting Yolly and Sheena August 28 Validate data Francis August 24 Set DA session Francis and Vangie September 6 Grace August 25 POA Set POA meeting KT PSDM Process Application

Problem Solving & Decision. Making Process I. III. IV. Situation Appraisal Problem Analysis Decision Analysis Potential Problem Analysis KT PSDM Process Application

PROBLEM ANALYSIS A. Describe the Problem 1. State the Problem 2. Specify the Problem B. Develop Possible Causes Using Knowledge and Experience and/or Distinction and Changes C. Prove the True Cause 1. Test Possible Cause 2. Identify Most Probable Cause 3. Verify True Cause D. Think Beyond the Moment 1. Extend the Cause 2. Extend the Fix KT PSDM Process Application

PROBLEM ANALYSIS II. A. 1. State the Problem Processing of Platinum Invoice is delayed by 2 days in 1 st half of 2010 KT PSDM Process Application

PROBLEM ANALYSIS II. A. 1. State the Problem Statement: Processing of Platinum Invoice is delayed by 2 days in 1 st half of 2010 IS IS NOT 1. Jobstreet. com Jobstreet Select Platinum Invoice processing time 2. Delay by 2 days from within TAT Distinctions Number of Invoice Transaction 3. At Invoice Processor At Invoice Final Approver Operational activities of Implement compliance Invoice processor audit in Q 1 First 4. Quarter 1 Before Number of Invoice Transaction Since 5. Continuously Sporadic In the cycle 6. During the matching During the final of documents approval of invoice Object WHAT Deviation WHERE WHEN How Many Objects What is the size EXTENT How Many Deviations What is the trend 7. Almost 30% More or less 8. 70 More or less 9. # of GAP? need more data 10. Increasing N/A Changes Increase in number of sales people in Jobstreet. com in Q 1 Person who process the No changes were invoice is different identified Increase in number of sales people in Jobstreet. com in Q 1 Different in operational No changes were process identified Stable KT PSDM Process Application

PROBLEM ANALYSIS II. 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 ANALYSIS II. C. 1. Test 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 1 2 3 4 5 6 7 8 9 10 11 / / / x if if if / / if x / / KT PSDM Process Application

PROBLEM ANALYSIS II. C. 2. Identify Most Probable Cause Increase in volume of sales transactions. KT PSDM Process Application

PROBLEM ANALYSIS II. C. 3. Verify True Cause 1. Check when in Q 1 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 KT PSDM Process Application

PROBLEM ANALYSIS II. D. Think Beyond the Moment 1. Extend the Cause a. 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 Fix a. Check on how we can simplify invoice processing KT PSDM Process Application

Problem Solving & Decision Making Process I. III. IV. Situation Appraisal Problem Analysis Decision Analysis Potential Problem Analysis KT PSDM Process Application

III. DECISION ANALYSIS A. Clarify Purpose 1. 2. 3. 4. State Decision Develop Objectives Classify Objectives Weigh the Wants B. Consider Alternatives 1. Develop Alternatives 2. Evaluate the Alternatives C. Consider Risks D. Make a Decision KT PSDM Process Application

DECISION ANALYSIS III. A. 1. State the Decision Select A Way To Meet The TAT of Invoicing for Jobstreet. com KT PSDM Process Application

DECISION ANALYSIS III. A. 2, 3, 4. Develop & Classify Obj. , and Weigh the Wants OBJECTIVES Meet the 2 days TAT M/W 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 KT PSDM Process Application

DECISION ANALYSIS III. B. 1. Develop Alternatives 1. Hire additional processor 2. Utilize JS Select processor to assist 3. Automate invoice processing KT PSDM Process Application

DECISION ANALYSIS III. B. 2. Evaluate Alternatives OBJECTIVES M/W Hire Additional Processor Go Utilize JS Select Processor Go Automate Invoice Processing Go 10/100 Increase speed in invoice W-9 processing 8/81 10/90 Skills of Invoice Processor W-8 9/72 8/64 10/80 Cascade of invoicing policy to sales 10/70 323 315 340 Meet the 2 days TAT M Completeness of sales ordering document W 10 TOTAL W-7 KT PSDM Process Application

DECISION ANALYSIS III. C. Identify Risks 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 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” KT PSDM Process Application

DECISION ANALYSIS III. D. Make Decision Automate Invoice Processing KT PSDM Process Application

Problem Solving & Decision Making Process I. III. IV. Situation Appraisal Problem Analysis Decision Analysis Potential Problem Analysis KT PSDM Process Application

POTENTIAL PROBLEM ANALYSIS A. Identify Potential Problems 1. State the Action 2. List Potential Problems B. Identify Likely Causes C. Take Preventive Actions D. Plan Contingent Action and Triggers KT PSDM Process Application

POTENTIAL PROBLEM ANALYSIS IV. A. 1. State the Action Automate Jobstreet. com Invoice Processing to achieve TAT in 6 months KT PSDM Process Application

POTENTIAL PROBLEM ANALYSIS IV. A. 2. List Potential Problems 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 KT PSDM Process Application

POTENTIAL PROBLEM ANALYSIS IV. B & C. Identify Likely Causes & Take Preventive Actions Potential Problem Downtime of Computer Server Likely Cause Preventive Actions Intermittent internet connection Get secondary internet connections Power failure Back up system Not properly test System glitch of the program Systems Incompatibility Do parallel test before goes live KT PSDM Process Application

POTENTIAL PROBLEM ANALYSIS IV. D. Plan Contingent and Triggers Potential Problem Contingent Action Triggers Downtime 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 KT PSDM Process Application

FINAL 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! KT PSDM Process Application