Re-think teamwork from field level with offshore development context in VN. Provide some sugestions for kaizen and some sample situations directly from my daily work experiences

1. May 2016,
Le Duy An
Teamwork kaizen

2. 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

3. 3Copyright © 2012 NTT DATA Corporation
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

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•What is team work, really?
–Answer 1
–Answer 2
–Answer 3
Team work revisit

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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

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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)

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Teamwork communication
•People need reports, especially customer
•What makes good reports ?
– TBF 1
– TBF 2
– TBF 3

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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

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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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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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Sample
We 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 Eclipse
a. 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.