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SYMBOL 227 \f Symbol 1993 Arthur Andersen Co, SC All Rights Reserved Continuous Improvement Training 218693 - 07/93 CS 4- PAGE 3 CASE STUDY: INFORMATION PACKET #1 Background Information You are part of a continuous improvement team formed to improve Arthur Andersens evaluation process for senior and staff personnel. The Quality Design Team has noted an example of one issue that needs attention: Eighteen months ago, we told our seniors and staff we were dedicated to prompt feedback on engagement performance since many had indicated in their annual review meetings this is a highly important factor to their morale and feelings about the Firm. We told them we had established an initial performance measurement goal for all managers and seniors of having a properly approved evaluation form returned to Human Resources (HR) within 11 weeks from the scheduled completion of an engagement. The studies we did at that time indicated this was an achievable goal. However there are too many instances when we have failed to meet this goal. Our charge to you is simple. Identify ways to improve engagement performance feedback. INFORMATION PACKET #1 (cont.) DIRECTIONS: Please complete the following: 1. Identify a facilitator. 2. Identify the issue that your team is working on. 3. Identify the customers of the evaluation process. 4. Identify a plan to determine ways that your team will identify customer vital requirements. 5. Evaluate the meetings effectiveness by completing the attached Team Effectiveness check list. INFORMATION PACKET #1 (cont.) TEAM EFFECTIVENESS CHECK LIST Not at all Somewhat Very much 1. Atmosphere is comfortable, supportive, and trusting. 1 2 3 4 5 2. Lots of discussion, and everyone participates. 1 2 3 4 5 3. Members listen to one another. 1 2 3 4 5 4. There is a high degree of healthy disagreement. 1 2 3 4 5 5. All members have a clear understanding and agree on goals. 1 2 3 4 5 6. Decisions are generally reached by consensus. 1 2 3 4 5 7. All m