W13_APE_External Relation Action Plan

  1. Problem Definition

Our External Relation Department usually conduct a workshop in November every year to formulae their action plan regarding all matters relevant with company shareholders including local people in our COW. For W13, I will use data from complain records for action plan analysis to support them.


 Figure 1

Figure 1 Company External Relation


  1. Identify the Feasible Alternative

The identified tools that foreseen for the analysis will be Pareto chart[1], [2] & [3] for focus problem and then combined with Matrix chart[3] for department interfaces responsibility.  

  1. Development of the Outcome for Alternative
  1. Complaint record

Present in Figure 2 the resume of complaint records from local villages that External Relation Department received until September 2013:

 Figure 2

Figure 2 External Relation Complain Record

  1. Pareto Chart

As previously mention Pareto Chart will provide information of the most critical element for focus solution using 80/20 principle present in Figure 3:

 Figure 3

Figure 3 Analysis with Pareto Chart

  1. Selection Criteria

Using Pareto Chart I will formulae some actions that could be used as an input for External Relation Department workshop.     

  1. Analysis and Comparison of the Alternative

I’ve identified four complaints as major focus obtained from Figure 3. Then I listed fourteen possible follow up actions correspond with these major complaints with their priorities present in Figure 4:

 Figure 4

Figure 4 Priorities of Possible Follow Up Actions

For department interfaces, I only listed 1st and 2nd priority of follow up actions with the owner of this action, member on the team and optional input/suggestion from other departments as necessary. For example environmental baseline [follow up action no 7] will be owned by Environmental Department as the owner/leader/primary responsible and supported by Operation Department and input from External Department as necessary [see Figure 5].

 Figure 5

Figure 5 Internal Department Interfaces

  1. Selection of the Preferred Alternative

Pareto chart gives main focus for subject discussion in the next workshop session. Together with Matrix chart I could developed an interfaces between departments for these actions for traceability purpose [Figure 3, 4 and 5].       

  1. Performance Monitoring and the Post Evaluation of Result

I hope External Relation Department could provide in detail company follow up actions for next year implementation after workshop. I am aware that my exercise probably is not covering all actions including detail estimating schedule, but at least I can contribute even for small part of our external relation strategy.      


[1]projectsmart.co.uk. (2013). Pareto Chart, Step by Step. Retrieved from http://www.projectsmart.co.uk/pareto-charts.html.

[2]best-excel-tutorial.com. (2012). Pareto Chart. Retrieved from http://best-excel-tutorial.com/56-charts/77-pareto-chart.

[3]Brassard, Michael., Ritter, Diane. (2010), The Memory Jogger 2nd Edition (pp.122-135 & 143-145). New Hampshire, United States: GOAL/QPC.



Filed under Arif P, Week 13

2 responses to “W13_APE_External Relation Action Plan

  1. AWESOME case study Pak Arif and as usual, you did a great job on it… The ONLY weakness was in step 7. If you look at page 128 in your Memory Jogger 2, you can see that ideally, you will do a “before and after” comparison to see if your interventions worked or they didn’t.

    In SOME cases an intervention really doesn’t FIX a problem, only moves the problem from one category to another….. The Pareto Chart is a very effective tool to see if this happens.

    Keep up the good work and hope you are actively mentoring others? The BEST WAY to force yourself to learn something is to TEACH OTHERS!!!

    Dr. PDG, Jakarta, Indonesia

  2. arifpermana

    Yes DR Paul,
    I will do my best, but i prefer to discuss to my collegue in private e-mail or group e-mail

    Arif Permana

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