ROLE PLAY Meeting Script 3 PDF

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ROLE PLAY MEETING SCRIPTXC: Good morning everyone.All: Good morning.XC: First of all, is everyone here? Shall we convene the meeting? Oh by the way, Johnson and Shirley are unable to presence for this meeting because they are on a business trip to Japan.BK: Xiao Chee, I would like to apologise on be...

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ROLE PLAY MEETING SCRIPT

XC: Good morning everyone. All: Good morning. XC: First of all, is everyone here? Shall we convene the meeting? Oh by the way, Johnson and Shirley are unable to presence for this meeting because they are on a business trip to Japan. BK: Xiao Chee, I would like to apologise on behalf of Johnny for not being able to attend this meeting due to sickness. XC: Alright. Thank you for the information. Please send my regards to him. So, Khe Ai, can you be the secretary today? KA: Sure. It’s my pleasure. XC: Right. Everyone please refer to our last meeting’s minutes which was held on 15 June 2017. Any issue or amendment? WF: Xiao Chee, I found out that there is an error in item no.6. According to our last meeting, Project A should be start on August not on September. XC: Yes, you’re right. Khe Ai, please take note of that and amend for the changes. KA: Sure. Noted. XC: How about the rest? All: No. XC: Great. Then I’ll approve and sign them as an accurate record. Before we proceed to our main agenda, any matters arising from last meeting’s minutes? KN: Yes. I wish to inform everyone that the finance department has approved our budgeting plan for Project X and the project is expected to be complete on this September. XC: Well done. That’s a good news for us. Anyone else? All: No. XC: Alright. We have finished our last meeting. So this is our second meeting for the CDM project to improve our existing cheque deposit machines. Have you all received a copy of the agenda? All: Yes. XC: Great. According to the agenda, the purpose of this meeting today is to decide on 3 matters. Firstly, research method. Secondly, development and lastly, the ways of introduction. We will hear a short report on each point first, followed by a discussion round the table. Let’s begin with

the first item on the agenda. Wei Foong and Boon Kai, both of you are in charge of the research method right? WF, BK: Yes XC: Wei Foong, can you tell us the result of your research? WF: Sure, next, my turn now. So I am in charge of the research method which are using online survey. Online survey is easy to use for respondents and surveyors. Surveyors can increase productivity through the online survey. However, respondents can answer online survey by using connect to World Wide Web, which mean they can answer the questions at anywhere and anytime. With an online survey, there will be many categories that the respondents can choose to answer and it can be done at any time, 7 days 24 hours available. Besides that, online survey is a low cost research method. This is because that the online survey can reduce the set-up and administration costs, spending on printing, papers and postage. Not only that, online survey can also save time. The time span needed to complete an online survey project is shorter as compare to others traditional research methods. KA: I agree with you. The online survey can save more time and convenient for the customer. It also will easy for us to collect the data. BK: Excuse me, I disagree with you. There is no trained interviewer to clarify and explain the question and it may lead the customer to enter the incorrect information. And the data will be less reliable for the data analysis. XC: Alright. Boon Kai, what do you find out from your research? BK: Based on my research, I think interview is the most effectively way to help us get more information from our customer because interview allow more detail question to be ask. Moreover, we can adapt the questions as necessary, clarify doubt and ensure our customers are properly understood the question through the direct interview. During interview, it can provide the capture of verbal and non-verbal clues of our customer. It can be detected through the facial expression, comfortable and other body language. The facial expression and body language of the customer will give us a clearer indication of customer’s honest feelings and emotions. Therefore, the possibility of customer to provide fake information such as gender, age or race is lower than online survey. Furthermore, interview also can help us to enhance our relationship with customer and we can easily meet our customer’s expectation and requirement. KN: Ya, boon kai, I agree with you. Not only that, certain populations such as elderly may not have internet access. So, they cannot respond to the online questionnaires. KA: Sorry for interrupting. Can you spelling the word questionnaires for me? KN: Sure. Q-U-E-S-T-I-O-N-N-A-I-R-E-S KA: Ok, thank you.

WF: I disagree with you, Boon Kai. Online survey do not need to have the interviewer. Respondents could be more willing to share their personal information because they will not feel shy to disclose it directly to another person through face to face. KA: I also cannot agree with you. I believe that the information of online survey is more accurate than interview. Because the data is automatically collect by the computer system while the customer key in the information. BK: It is not possible for the online survey because customer may not answer the survey faithfully. Customer may enter incorrect information so they are able to complete the survey and gain the incentive. The answers of customer may all be truthful, but for the data analysis, the data will be inaccurate and misleading. WF: Okay, I agree with your point about online survey is not faithfully by customers. But I can’t get the points what do you mean by data analysis. KA: Ya. Can you further explain about it? BK: The incorrect information that provided by our customer may lead to inaccurate data analysis. It may affect our bank reputation and we could not know what is the real requirement and expectation of our customer. WF: Oh I see. I agree. KA: I also get your points. XC: Right. Since all of us agree with Boon Kai’s idea, we will choose interview as our research method for this CDM project. Shall we leave the first item? All: Yes. XC: Good. Let’s move on to the next item which is development. I would like to hand over to Khe Ai and Ke Nee, who are responsible on this item. Khe Ai, please tell us about your findings. KA: Nowadays, factory is keeping up to date with new technology. As machine manufacturers grow and improve, the machine will become more productive, faster and efficiency. Besides that, technology of foreign country is better than domestic country. The new machines are import from foreign country. The better quality of machines can be more efficiency in process the transactions. Next, new machines can come with better software pre-installed. While install or run the software, it must have a better hardware to support. For example, new software install with old version hardware, the system will not be process because the hardware cannot support the software. After then that, new machines are coming right from the factory in top condition with no need to worry about the pre-existing problems. The used machines may have the problems in maintenance. Because of technology changing, the machine parts may could not found and purchase. This can lead to the used machines need to be replaced. Besides that, the new machine is specialized manufacturing, so customer can direct use the machine to do the transactions.

WF: I agree with your point of view, Khe Ai. Since the quality of machine from foreign country are better than domestic country, if we install new machine will become more productive, faster and efficiency. So that customers can transfer their money as soon as possible. BK: Ya, Khe Ai, I agree with you. The new machine comes with better software and hardware can faster the performance of cheque deposit machine because an old version of machine with a new programme might reduce the speed and function of the cheque deposit machine. XC: I’m sorry, Khe Ai but I disagree with you about this because the existing machines are still working and all of the machines are monitored and checked regularly by our professional technicians. So, I don’t think that the used machines will have the problems in maintenance. KN: I disagree with Khe ai point of view. For my suggestion, our department can try to develop a new program and apply it to the existing cheque machine. The main function of this program can help to improve the cheque machine to deposit the cheque immediately. We can use the resources of our department to develop the new program. This new program is more secure and more efficient compare to old version. Firstly, the bank will require the cheque issuer to fill in the phone number of recipient in the cheque. Once the recipient deposit the cheque, the bank will send a porting authorisation code(PAC) to the recipient’s phone within 10 second and recipient will enter the code to the cheque machine. With the PAC code, the machines are able to identify and verify the information provided. When the information provided coincident, the machine will process the cheque and deposit the money immediately without waiting for 3 working days. BK: Sorry to interrupt, I disagree with you, Ke Nee. Although the existing cheque machine still can be function, but the new version of programme might have instability problems or bug when the customer uses the new programme and our bank might face loss. XC: Excuse me. Sorry for interrupting but I disagree with you, Boon Kai. I believe that our IT specialist are able to identify the problem and fix it effectively and efficiently because they will be monitoring the progress once the new developed programme start to operate. WF: Sorry about that, can I interrupt you? Could you explain how will this new programme benefit to our company? KN: It can help us to reduce our budget because the cost of development of a new program is cheaper than develop a new cheque machine. Not only that, most of the existing cheque machine still can be function. If we using a new cheque machine, the existing cheque machine will be wasting and our bank will make a lot of losses. Therefore, develop a new program can help our bank to save more money and I believe that this new program can effectively improve the quality service of bank. In my opinion, I think develop a new program is better than develop a new cheque machine because it is having a win-win situation. XC: Since everyone have different opinion, I suggest that we vote to make a decision. How many of you agree on installing new machines? Alright, please raise your hand if you prefer to develop a new programme? Right. Thank you. Since the number of votes are same for both, I’ll prefer Ke Nee’s idea to develop a new programme. If nobody has anything else to add, we will confirm our decision based on the majority. Shall we proceed to the next item on the agenda?

All: Yes. XC: Great. Now we come to the question of ways of introduction. We have to decide whether we want to launch the machines with new developed programme directly or we prepare a trial period by only introducing it at some of the branches. According to my findings, if we choose to launch the machines directly, we will need a large amount of capital to install the new developed programme in our existing machines. On top of that, we will need to stop the operation of our existing cheque deposit machines about 1 to 2 days. However, all customers will be able to enjoy the new function if we choose to launch the machines directly as it will be install at all of the branches. On the other hand, if we choose to provide a trial period, the new developed programme will only install at some of the branches but a trial period will definitely reduce the chances of making mistakes as we are able to monitor the progress and our bank’s staff will presence at the selected branches to guide the customers. BK: Yes. I agree with trial period as we will have enough time to deal with delays and unknown risks that might happen in the future. XC: I strongly agree with you, Boon Kai. In addition, if anything happens during the trial period, we are able to settle the bug efficiently without affecting the normal operations of other branches. WF: Yes, I also agree to choose trial period rather than launch the machine’s programme directly. Trial period will give the customers better understanding about what is the function of our programme. KN: Sorry, can I ask about how long the texting period we should set? WF: I think 3 months of trial period will be sufficient. KN: I think 3 months testing period is enough for us to know the expectation of our customer about the new service. KA: I also think 3 months is suitable for testing. XC: Good. We will choose to have a trial period for the new developed programme then. I think that covers for this item. We have ended our discussion, let me summarise. We have chosen interview as our research method, develop a new programme instead of a new machines and trial period as the way to introduce the new function. Khe Ai, can you jot down about this? KA: Sure. XC: Alright. We’ve covered the main items on the agenda. Before we end this meeting, is there any other business? Let’s go round the table. Wei Foong? Boon Kai, Khe Ai? Ke Nee? KN: Yes, Xiao Chee. I would like to inform everyone that the office cleaning session for our department will be carry out on next Monday at 7pm. Please leave the office before the cleaning session is start. All: OK.

XC: Ke Nee, thanks for the information. Let’s set the date for our next meeting. Shall we meet on the following Friday, 14 July 2017 at 10am in this room? All: Yes. XC: Well, I’ll see you all on next week. I think that’s all for today’s meeting. Thanks for your participation. I declare the meeting is adjourned....