PI “I am the Tea Expert” Management Case Study of My Cup of Tea Organising Business Activities in the Most Effective Way PI & MSC

PI A MRC (S&D) Project At MRC/MEC (Enterprise) we Manage Territories & Segments to HIT All KPI’s/KRA’s This is our Profession We have to ensure that ALL Channel are Reliable & Effective We can do this only by Effective Business Planning & Management Can we apply the same principle to other situations? YES

PI Essential Features of a Business Project Every Business Management project must have A Deliverable A Customer A Cost A Quality Measure

PI What Do I Need Tea, sugar, milk Water Cup, Kettle, Spoon Sweetener Other Information What quantities Sequence Lesson learnt – First identify what resources are required for the project At MRC (S&D) …I am Thirsty…and want a Cup of Tea

PI At MRC (S&D) …I am Thirsty…and want a Cup of Tea What are the individual activities Mix the tea and milk Put the tea and the water together Boil the water first Place the tea bag in the cup Pour the water into the cup Wait thirty seconds Remove Tea Bag Add sugar into cup Stir the sugar in Add the milk Stir the milk in Tea is ready in 4 min 30 sec Lesson learnt – Define different activities within the project

PI At MRC (S&D) …I am Thirsty…and want a Cup of Tea Who was the customer? Myself

PI At MRC (S&D)…I am Thirsty…and want a Cup of Tea By the way Is this process really correct? Some one may say start with growing tea plant Pick tea leaves Dry them …. Obviously this could have been correct 300 years ago So the process it self may change wit time and environment For example in Sri Lanka we may have to start by fetching water from the well

PI A Better way to make the Cuppa Boil the water Whilst the water is boiling place the tea bag in the cup Add two spoons of sugar into cup Add 20 ml milk When boiled Pour the water into the cup Wait thirty seconds Remove Tea Bag Stir Tea is ready in 3 min 35 sec Time saving approx 20% I am now an Expert Tea Maker! Lesson learnt – Organise activities to minimise time and effort

PI A week Later ……want a cuppa Four of my colleagues ask me to make them tea. I have to make 5 cups. This is my plan Boil the water Place Tea bag in the cup, put two sugars, 20 ml milk, wait 30 sec, remove tea bag, stir, first cup ready in 3 min 35 sec Put the tea bag in the second cup, put two spoons of sugar, put the milk, pour the water, wait 30 sec, remove tea bag, stir, the second cup ready in 5 mins 30 sec Make the third in 7 min 30 sec Make the 4 th Cup in 9 min 30 sec Make the 5th cup 11 min 30 sec Am I the Expert Tea Maker?

PI Making tea for my 4 colleagues Because I am the Expert I know how to make it the best way Boil the water Whilst water is boiling place Tea bags in all five cups Put sugar and milk When boiled pour the water in Wait for 30 seconds Remove tea bags and stir All 5 cups ready in 4 min 30 sec instead of 11 min 30 sec- save 60% of time I am the Expert Tea Maker!

PI My Colleagues Response With pride, I serve the tea. They say thank you, and get one cup each First says the Tea is too weak The second one says, reluctantly “ I do not take milk” Third says he does not take sugar Fourth says a brilliant cup of tea 75% of my customers are unhappy!!! What went wrong I did not ask the customers what they wanted. Lesson learnt - always ask the customers what they expect Am I the Expert Tea Maker?

PI A week Later ……episode 3! Six of my Colleagues want tea Because I am the Expert I know how to make it the best way Ask each person if they take sugar, and if they take milk Also ask if they need week or strong tea Boil the water, Whilst water is boiling place Tea bags in all seven cups, Put sugar and milk as required, When boiled pour the water in, Wait for 30 seconds. (leave strong tea for 60 sec) Remove tea bags and stir All 7 cups ready in 7 min (Average time per cup one min compared to 3 min 30 sec for individual cup) I am the Expert Tea Maker!

PI My Colleagues Response With pride, I serve the tea. They say “thank you”, and get one cup each The first and second say, nice cup of tea Two others say too much sugar (they only take one spoon, I had put two) Fifth says what a brilliant cuppa The last one says not enough sugar. 50% of my customers are unhappy!!! What went wrong I did not ask how many sugars. Lesson learnt – Agree with customer how to measure Quality Am I the Expert Tea Maker?

PI A little Story To finish my presentation I like to tell a little story Many years ago, living in Melbourne Offered a Cup of Tea to a Colleague What went wrong I did not check information. I did not check if this white stuff was Sugar or Salt. Lesson learnt – However much you prepare things can go wrong. Rather than looking for somebody to blame need to concentrate on the solution. When managing a project never assume any details. Check. Have a risk assessment. Now I am definitely the Expert Tea Maker!!! (Killer Strategy to Identify Customers Needs & Wants or Create Desire)

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