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Self-Test 01


Self-Test 01

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                             Self-Test 01

Model Answers     Below find the model answers:
Question 1
Refer to section 1.1 for answers.
Question 2
How to        How to handle interruptions
deal with     You can’t eliminate interruptions.
time          There are three main ways to help control interruptions:
wasters       1. Try to prevent interruptions that can be foreseen
              2. Keep interruptions that are inevitable to a minimum.
              3. Shorten interruptions that occur.
              Set aside ‘available’ time when you are ‘in’ to take calls and
              Make Meetings Count
               Eliminate unnecessary meetings
               Use an agenda
               Prepare for meetings.
               Set a time limit.
               Restrict the meeting to those whose participation is necessary.
               Before closing, summarize.
              Control Telephone Calls
               Prepare your calls
               Keep the introduction to the point
               Give relevant information
               Listen carefully and take notes
               Terminate the conversation conclusively
               If necessary, indicate tactfully that the conversation is over.

                               Self-Test 01

Model             Below find the model answers:

Question 3
   Aim determination
   Plan of action
   Implementation
   evaluation

Question 4
Be smart about setting goals:

Specific – Avoid being too general. Vagueness is the archenemy of productivity.
The more precise the target, the greater the commitment to follow through.

Measurable – This is stated in terms of results on the job, cost, quality, quantity
and timeliness.

Acceptable – goals should be jointly established. Although it is sometimes
necessary for a supervisor to set specific goals and target dates him/herself, it is
preferable that it must b agreed upon by both parties. When workers feel that
they are actively participating in the setting of their own goals, they are much
more solidly motivated to perform with distinction than when they feel that they
are merely being told what to do.

Realistic – goals that inspire quality performance are those, which are seen as
difficult, and challenging, but attainable.
Timeous – The date by which the objective will be accomplished. A well-defined
deadline for when the project must be accomplished adds a sense of urgency

                             Self-Test 01

Model          Below find the model answers:

Question 5
To be able to choose the person who is most capable for the job the
supervisor needs to determine what each staff members abilities,
qualifications and experience are. Assigning the wrong person to the task
could result in it not being completed in time or successful and having to be

Question 6
Avoid unnecessary information, difficult words and long expectations.
Emphasize key elements to ensure that the work objectives and activities
have been received and understood, you can ask for staff to repeat the
assignment in the manner she/he understood it.

                            Self-Test 01,             continued

Model             Below find the model answers:

Question 7

There are 12 cornerstone tools to streamlining, and they are applied in the following order:
Bureaucracy Elimination. Removing unnecessary administrative tasks, approvals, and
Duplication Elimination. Removing identical activities that are performed at different
parts of the process.
Value-added Assessment. Evaluating every activity in the business process to determine
its contribution to meeting customer requirements. Real-value-added activities are the
ones that the customers would pay for the meal served on an airline (real-value-added) but
does not care whether you keep records on employees who are on vacation or who come in
Simplification. Reducing the complexity of the process.
Process Cycle-time Reduction. Determining ways to compress cycle time to meet or
exceed customer expectations and minimize storage costs.
Error Proofing. Making it difficult to do the activity incorrectly.
Upgrading. Making effective use of capital equipment and the working environment.
Simple Language. Reducing the complexity of the way we write and talk; making our
documents easy to comprehend by all who use them.
Standardization. Selecting a single way of doing an activity and having all employees do the
activity that way all the time.
Supplier Partnerships. The output of the process is highly dependent on the quality of the
inputs the process receives. The overall performance of any process improves when its
suppliers’ input improves.
Big Picture Improvement. This technique is used when the first 10 streamlining tools have
not provided the desired results. It is designed to help the PIT look for creative ways to
drastically change the process.
Automation and/or Mechanization. Applying tools, equipment, and computer to boring, routine
activities to free up employees to do more creative activities.


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