創益先鋒(WIT)報告書

Work Improvement Team (WIT) Report

項目編號:

Project Code :

PWITHR1801

1. 小組 Team

小組名稱

Team Name Click here to enter text. ImHR

中文 Chinese 英文 English

處/部門

Div./ Dept. Human Resources & Administration Human Resources

職員編號 Staff No. 姓名 Name

促導員 Facilitator : 095748 Susanna Law

小組組長 Team Leader : 100521 Jade Pang

小組成員 Team Members : 101866 Eunice Tse

102037 Janice Lam

101320 Leeman Lee

102404 Valerie Kwan

Click here to enter text. Click here to enter text.

Click here to enter text. Click here to enter text.

Click here to enter text. Click here to enter text.

2. 項目名稱 Project Title

Improve the process and response rates of HR surveys

3. 項目目標 Objective Statement

Our goals are to

(1) achieve a higher survey response rate – 75% or above

(2) reduce the manpower required for administration work

(3) streamline the existing manual process to improve process efficiency

4. 已訂定之問題 Issues Identified (可提交照片或圖表作補充 supplement with photo or chart)

內容 Description:

Organization Development (OD) Team of Human

Resources Department (HRD) holds a wide range of

events (e.g. training programmes, seminars, talks and

workshops) for all staff. To improve events and services,

continued feedback is of paramount important. Not only

does it maintain communication with colleagues, it also

help us to stay align to organization goals and create

strategies.

Currently, we collect feedback from events by setting up a

survey in the Learning Management System (LMS).

照片或圖表(如有) Photo or chart (If any)

Participants, after receiving an invitation email for

feedback, can log in the system and provide their feedback

by filling out the form. However, the response rate of using

LMS surveys is low. On average, LMS surveys achieve a

46.2% response rate (FY17/18) only. Low response rates,

obviously, lead to biased results and cannot provide more

statistically relevant information for analysis.

Moreover, much time is spent on the administration work

for collecting responses by using paper form. Coordinator

needs to manually input all the results so as to conduct

statistical analysis. Since recognizing participants’

handwriting also takes time, the whole process takes at

least 30 minutes for a small-medium event which consist of

35 participants in average. On this note, a total of approx.

10 man-hours are spent yearly for 20 events using paper

form for feedback collection.

To achieve a higher survey response rate and improve

process efficiency, it is necessary to carry out an efficient

and smart method to collect feedback.

OD team set-ups (1) the feedback form through (2) LMS and participants need to log in to the system and complete the form.

Piles of paper evaluation form for Lunch & Learn, Management Series etc.

(1)

(2)

5. 解決問題工具運用 Problem Solving Tools Used

(如你有使用該解決問題工具，請加上 “” Please put a “” on the Problem Solving Tool(s) that you have applied.

解決問題步驟

Problem Solving Steps

工具運用 Application of Problem Solving Tools 有使用 Applied

()

A. 確定問題 Identify Problem 思維沖擊法 Brainstorming

5M選題法 5M Theme Selection Method

問題詳情 Qualified Problem Statement

B. 分析問題 Analyze Problem 思維沖擊法 Brainstorming

魚骨圖 Fish-bone Diagram

流程圖 Process Mapping

數據收集 Data Collection

C. 建議方案 Suggest Solution 思維沖擊法 Brainstorming

訪問用家/客戶 Interviewing users/customers

阻力/輔助力分析 Force Field Analysis ☐

D. 計劃及實行方案 Plan and

Implement Solution

確認目標 Check the goals ☐

衡量代價和效果 Impact/Effort Grid

條件矩陣 Criteria Matrix

阻力/輔助力分析 Force Field Analysis ☐

6. 解決方案 Solutions

內容 Description:

We have identified 8 possible solutions for the problem

(Appendix D). After discussion, we have decided to

develop a Mobile Feedback Tool, namely QR+. It is

composed of two major components: a QR code (Quick

Response Code) and E-evaluation form on Google.

Before each event/ training session starts, HR coordinator

creates an E-evaluation form on Google. With the link of

the E-evaluation form, a unique QR code can be

generated by online tool. Before and at the end of the

session, HR coordinator displays the unique QR code on

the screen and display stands. Participants can simply

scan the QR code with their own mobile phone to enter

the webpage of the evaluation form.

Instant response rate can be shown in coordinator’s

mobile phone. All data collected can be exported from

Google and are ready for analysis in a convenient way.

照片或圖表(如有) Photo or chart (If any)

7. 改善後的情況 Situation After Improvement (可提交照片或圖表作補充 supplement with photo or chart)

內容 Description:

The response rate and user experience have been

greatly improved with the use of QR+. The improvement

areas are summarized as below.

For Coordinator

- Receive better response rate (74.3%), increased almost

40% than the average response rate (42.6%) in FY17/18.

The feedbacks received from the survey facilitate

communication with colleagues, provide insight to create

strategies aligned on organization goals, and improve

events and services quality.

- Reduce 50% of time spent on preparing paper form and

setting up the evaluation form in LMS.

- Reduce half of the paper cost as paper evaluation form

is eliminated.

For Participants

- Able to give response in faster and easier steps.

Response time reduced 33% from 42 to 21 hours.

The user experience of participants is improved.

According to the survey result (Appendix H), the majority

of participants (95%) agree that the system is user

friendly. Overall, 75% participants agree that QR+ can

encourage them to give feedback.

照片或圖表(如有) Photo or chart (If any)

Participants can complete the evaluation forms

with few easy steps.

8. 成果及效益 Achievement & benefits

有形效益 Tangible Benefit

A. 改善項目成本 Improvement Cost

無形的 Intangible Benefit

A. 盡展關懷 Caring

QR+ is user-friendly and reduces time for

administration work

B. 堅毅敬業 Commitment

All teammates are dedicated to this project

and follow through with commitment in a

reliable manner. The positive momentum is

generated to achieve the project success

C. 力求創新 Creativity

Our team keeps abreast of technology

development and introduces the new method

to allow quick and easy access to the

feedback form

D. 精益求精 Continuous Improvement

By constantly re-evaluating and improving the

form and collecting feedback from

participants on their experiences, we come

up with good solutions with satisfactory

results

E. 群策群力 Collaboration

We communicate openly to share the

information necessary to carry out the project,

brainstorm solutions to problems together and

apply individual strengths to achieve the goals

i. 物料成本 Material Cost : HK$ 135

ii. 人力成本 Manpower Cost : HK$ 100

總成本 Total Cost (i + ii): HK$ 235

B. 收入及節省 Gain & Saving

i. 收入增添 Revenue Gain : HK$ 0

ii. 開支節省 Cost Saving : HK$ 3926

iii. 開支避免 Cost Avoidance : HK$ 0

總效益 Total Benefit (i + ii + iii) HK$ 3926

淨效益 Net Benefit:

總效益 Total Benefit (B) - 總成本 Total Cost (A) =

HK$ 3691

*Calculated by $100 /man-hour

Appendix

A. 小組合照 Team Photo

(JPEG格式並最少 300 dpi解像度及 100 MB大小 JPEG format with a resolution of ≥ 300 dpi and size of 100 MB)

請從左至右標示小組成員的姓名（例如 Amy Chan, Ben Lee, Mary Wong）

Please indicate your team members’ name from left to right (e.g. Amy Chan, Ben Lee, Mary Wong) Janice Lam, Jade Pang, Valerie Kwan, Susanna Law, Eunice Tse, Leeman Lee

B. Fishbone Diagram

C. Process Map

D. Research on Possible Solution

(5-star rating, 1=least effective, 5=most effective)

No Possible Solutions Time Spend (e.g. Preparation Time,

consolidation Time)

Cost (e.g. Manpower, Tool, Gift) Problem Solved?

1 Paper & Pen Long time

Pre. Time – 30mins /session Conso. Time – 60mins /session

High cost

Require large manpower effort (printing/conso.)

Require more tools include papers/pen/room for storage

High response rate

2 EMM Moderate Time

Can copy the previous survey – 5 mins / session

Select attendees to the group and send the survey to them (20 mins /seesion)

Conso. Time – 10mins /session (time for amend the formatting of the generated report)

Low cost

EMM service free of charge Require some manpower effort

(conso.)

High response rate

Only around 1000 staff have installed

EMM

3 QR Code + Survey Monkey

Short Time

Can copy the previous survey – 5 mins / session

Conso. Time – Free Plan: 30 mins/session (need to capture the graphics by ourselves and we may not be able to count the average score for overall satisfaction)

Conso. Time – Standard Plan: 5 mins/ session (Just a click and we can download all analysis)

Low cost for Free Plan but it may not

satisfy our needs

Free Plan: Simple survey only, limited number of surveys per an account

Free Plan: Require manpower effort for report consolidation

Some cost for Standard Plan

Standard Plan $2,500/year Require minimal manpower effort

High response rate for small to medium

classes

No Possible Solutions Time Spend (e.g. Preparation Time,

consolidation Time)

Cost (e.g. Manpower, Tool, Gift) Problem Solved?

4 QR Code + Google Form Short Time

Pre. Time – 30mins /session (First time); Later on can copy the previous survey saved in Google Drive (5 mins / session)

Conso. Time - 30 mins/session (need to capture the graphics by ourselves/ export the data to excel to do our own analysis. E.g. count the average score for overall satisfaction)

Low cost

QR Code Generator and Google form: Free of charge

Require some manpower effort (conso.)

High response rate for small to

medium classes

5 QR Code + LMS Moderate Time

Pre. Time – 30mins /session (time for input attendance & generate QR code)

Conso. Time – 10mins /session (time for amend the formatting of the generated report)

Low cost

Require some manpower effort (input attendance)

Fail for implementation

Cannot reach the evaluation form

after log-in

6 SMS + Online Form Not possible - We do not have colleagues’ contact numbers, and do not have a system to send out the survey to colleagues’ contact

numbers.

7 Encouragement / Incentives Long time

Pre. Time – 120mins /session (decide the type of incentives; sourcing the suitable incentives; purchase gifts or seek for sponsorship)

Conso. Time – 30mins /session

(review incentives effectiveness)

High cost

High expenses if choose monetary incentive (cash coupon, gift cards)

Require some manpower effort to distribute gifts

High response rate

Can increase response rate in a short

term, but also bring some negative

impacts:

respondents are more likely to complete the survey just to get the incentive

fast responses without respondents paying attention to the questions being asked

8 Punishment Long time

Need to communicate with management the disciplinary action we should take when participants fail to take the survey

High cost

Require many manpower to deicide disciplinary action

Very low response rate

Lower the participation rate No one willing to join the

training because the disciplinary action

E. The Impact/ Effort Matrix

F. Criteria Matrix

G. Feedback Survey Results (537 responses in 12-week time)

[CATEGORY

NAME]

[PERCENTAGE]

Agree

51%

Neutral

4%

Disagree

1%

1. QR+ is user-friendly.

QR+

[PERCENTAGE]

[CATEGORY NAME]

[PERCENTAGE]

Paper Form

3%

2. Which is the most effective way in filling the feedback

form?

[CATEGORY

NAME]

[PERCENTAGE]

[CATEGORY NAME]

[PERCENTAGE]

Neutral

19%

Disagree

6%

Strongly Disagree

1%

3. Using QR+ can encourage me to give feedback.

H. Interviews with different parties

Interviews with Users

Lawrence Tsui Principal Manager, Environment, Projects “Easy to use” “Very convenient” “10 Likes!” “Can provide feedback to the activity instantly”

Eric Wong Manager, Procurement & Contracts, Projects “Minimize the paper used” “Very convenient” “10 Likes!”

Anny Wong Office Administrator, Smart Airport “Very Creative” “Instant response by use of technology” “Streamline the whole process” “Benefit coordinators to get instant analytic report” “Paperless” “Saving manpower on data entry” “This initiative should be encouraged” “Other workflows involving paper forms can follow this practice as well”

Interviews with Coordinators

Janice Lam Training & Development Officer “The e-form is easy to generate and data is convenient to maintain” “Saved a lot of time for after work when comparing to use paper forms” “A smarter way to use the data” “encourage instant responses with both quantitative and qualitative comments”

I. Detail breakdowns for Gain and Saving

J. Response Rate During 12-week Trial Run from Jun-Sep2018

Note: Please submit the completed report by email to WIT@hkairport.com for further handling. Thanks!

FY18-19

Completion

DateClass Title

Total

Learner

Total

Responses

Response

Rate (%)

29-Jun-18 New Hire Orientation cum Corporate Governance Briefing 24 24 100.0%

19-Jul-18 Wellness Series: Memory Power 「腦有所用」- 超強記憶法 86 35 40.7%

26-Jul-18 Business Series : Aviation fuel pipelines diversion by horizontal directional drilling method (English Session) 35 27 77.1%

03-Aug-18 Business Series : Aviation fuel pipelines diversion by horizontal directional drilling method (Cantonese Session) 99 62 62.6%

07-Aug-18 New Hire Orientation cum Corporate Governance Briefing 28 20 71.4%

08-Aug-18 [RERUN]Lunch & Learn - How to sharpen your written business English 99 73 73.7%

23-Aug-18 Wellness Series: Building Harmonious Family Relationship 82 40 48.8%

24-Aug-18 Keys to Communication 9 7 77.8%

29-Aug-18 New Hire Orientation cum Corporate Governance Briefing 33 31 93.9%

10-Sep-18 Wellness Weeks Kick-Off Ceremony cum Office Ergonomics and Stretching Exercise 111 79 71.2%

12-Sep-18 New Hire Orientation cum Corporate Governance Briefing 29 29 100.0%

74.30%Average Responses Rate