- 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 Company External Relation
- Identify the Feasible Alternative
The identified tools that foreseen for the analysis will be Pareto chart,  &  for focus problem and then combined with Matrix chart for department interfaces responsibility.
- Development of the Outcome for Alternative
- Complaint record
Present in Figure 2 the resume of complaint records from local villages that External Relation Department received until September 2013:
Figure 2 External Relation Complain Record
- 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 Analysis with Pareto Chart
- Selection Criteria
Using Pareto Chart I will formulae some actions that could be used as an input for External Relation Department workshop.
- 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 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 Internal Department Interfaces
- 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].
- 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.
projectsmart.co.uk. (2013). Pareto Chart, Step by Step. Retrieved from http://www.projectsmart.co.uk/pareto-charts.html.
best-excel-tutorial.com. (2012). Pareto Chart. Retrieved from http://best-excel-tutorial.com/56-charts/77-pareto-chart.
Brassard, Michael., Ritter, Diane. (2010), The Memory Jogger 2nd Edition (pp.122-135 & 143-145). New Hampshire, United States: GOAL/QPC.