Improving Operational Efficiency in Amey Plc.

The assignment discusses the problem of improving operational efficiency at Amey Plc, a company facing issues related to legislative constraints, national and global environments, rules and regulations, and various barriers that limit its operations. The problem is further complicated by unpredictable features, such as risk identification by higher authorities, and new or previously unrecognised goals. The assignment uses various analytical tools, including interviews, questionnaires, quantitative statistics, and metaphorical thinking to identify the root causes of the problem. A range of potential solutions are identified through morphological analysis, brainstorming, and lateral thinking.

Introduction
For decades, various reports have been beneficial in validating the need for problem solving in
the workplace. The problem solving have been defined as a critical thinking skills for the
employees as per the SCANS Report “What Work Requires of Schools”. Managers, engineers
and physicians are hired, rewarded and retained for their problem solving skills in the workplace.
Especially in the case of engineering workplace where the employees are presented with a
challenge of integrating their workplace real-world problems and issues with their curriculum
studies. The engineers must stay abreast with the upcoming and new challenges along with their
changing roles in the workplace. The understanding of problem solving in workplace along with
educational and instructional strategies for utilizing problems is required.
With the emergence of competitive market in the industry and various businesses, the necessity
of creative problem-solving models has emerged with a requirement for creative processes in the
workplace (Van Gundy, 1987; Rickards, 1990). Various firms and businesses are experiencing
intense pressure for enhancing their products and systems so as to remain in the marketplace
along with the competition. With the emergence of competition, strategic planning, building
larger markets, team working etc., a need for new problem solving and related strategies has
emerged. Another reason for adoption of problem-solving methods especially for complex
problems is to discover efficient methods for solving the issues and problems. There are only
limited number of tested manners for approaching the issues so as to reach the estimated
outcome and employees and workplace must deal creatively with the problems by using various
proposed problem-solving models. Various structured, formal and highly efficient approaches
are used for ensuring that the employees serving in the organization are equipped with an

aptitude towards problem-solving and implementation in an optimal manner while maintaining
the ethical aspect of the organization.
Description- AMEY Plc
Amey Plc was found in 1921 and is considered to be the leading public services providers,
supporting and managing vital public services and infrastructure across the United Kingdom.
The company employs over 11,000 employees and works with private and public sector clients
in defence, aviation, education, central government, rail, local government, strategic highway
and helps these sectors to deliver services in an efficient and effective manner. Amey works with
local authorities and aims to deliver highway infrastructure services to their clients which
includes the Highways Agency, local authorities, Transport Scotland and Transport for London.
Whole country is kept in track by Amey through whole-life asset and custom engineering
management of the underground and over ground rail networks. Also a plethora of facilities
management services to the private sector, agencies, government departments and estate and
non-departmental bodies.
Discussions
Theme A- Approaches to problem solving
Activity 1a: Identifying complex problems
The value of a structurally controlled and efficient problem-solving is beneficial in organization
for promoting discipline and increasing the success percentage for the organization. The complex
problems can easily be characterized when a single team or expert does not have the expertise
and knowledge regarding its solution. The individuals have limited access to the information and
require different area of expertise (Andreas Fischer, Samuel Greiff, and Joachim Funke). The
various problems being faced by most of the organizations are listed below along with their
characteristics:

1. Surviving in a changing economy and marketplace: This issue leads to continuous
change in organization with repeated changing of tasks and missions so as to exist in the
competitive environment. The information takes time to be shared widely and for
formulating the decisional alternatives. On deciding upon the change, implementation is
seen to proceed at high speed.
2. Emerging demands of the customers: With globalisation at its peak, the high demands
of customers are emerging. Therefore, the companies are in a pressure of designing new
services and products. There is a need to analyse the international cultures and markets
along with better gathering and analysis of the information.
3. Change in organizational culture: With the change in organizational structure or
culture the internal and external environment are impacted as it influences the effort
level, working hours, uniform, religious observance, and discipline acceptance. The
problem is seen to be at its highest level when the organization is located to other country
as it changes the concept of on group loyalty, employment security, intergroup
competition, emphasis on seniority, and group decision making.
The listed problems are complex in nature and can easily be characterised from the simple
problems due to existence of multiple perspective from the employees and stakeholders, multiple
actors for analysing the situation, accompanied by important intangibles and key uncertainties
and also include people with conflicting interests as opposed to simple problems which do not
require technical or expert support (Rosenhead and Mingers, 2001).

Activity 1b: Identifying complex problems in organization
1. Implementation of new technology for increasing potential efficiency: The
organization shifted to the paperless technology due to issues of various inefficiencies in
the paper-based approaches like duplicative site visits, reporting inaccuracies,
inflexibility in the allocation of the job etc. Therefore, Amey deployed a mobile working
system for automating job allocation, standardising the process, safety checks, pre-work
assessments and reporting to the government based highway contracts which led to
confusion among the employees. Even in a simple technical issues, a familiarity with the
technical difficulties was seen to yield dividends.
2. Lack of staff morale in a large organisation: Amey has, in past, conducted various
engagement initiatives for their employees which included self-nomination talent process,
efforts towards retaining their people which led to reduction in loss of productivity hours,
low training costs. However, the company has been facing these issues lately and agrees
to the scope of improvement in employee engagement.
3. Lack of communication among management: Communication has been posing an
intense threat to Amey as more than 13,000 employees do not have any access to Amey
email address or internet limiting the communication process of the company. This might
lead to ignoring of a large number of employees while decision-making process and
discouragement amongst employee.
These problems are highly complex as they require multiple frame of reference and an abstract
reasoning. These are recurrent in nature and are well-structures with their resolutions being
subjected to the stable rules (McWhinney).

Activity 2: Summarise your understanding of systems thinking.
System thinking has been defined as “a framework for seeing interrelationships rather than
things, for seeing patterns rather than static snapshots. It is a set of general principles spanning
fields as diverse as physical and social sciences, engineering and management“. (Fifth
Principles, 68-69). With the emergence of system thinking, various industries have adopted
system engineering methods but the construction industry precisely has been facing difficulties
to deal with various complex infrastructure projects involving system of systems and innovative
technologies. In the construction industry, the engineers are considered as a functional expert and
are provided with greater leadership responsibility for considering all the implications of the
designs and are recognizing the need for system thinking. It has been seen that when the
functional design is produced without any consideration, it leads to inferior results. Therefore,
the construction industry and its engineer leaders need to build shared vision with personal
mastery and mental models for realising the potential. In order to develop the company and to
sustain the increasing competitiveness among the complex world, there is a need for Amey to
leverage the engineering capabilities of their engineers and adopt to the following principles as
an application towards system thinking:
1. Revising, debating and defining the purpose;
2. Thinking in a holistic manner;
3. Following a systematic procedure;
4. Being highly creative;
5. Taking people into account
6. Managing relationships and construction projects

A shared vision in construction projects will help in fostering commitment for long-term
purpose. And system thinking will help in integrating all the factors for the success of the project
and make the subtle aspects to be understandable by the learning organization. This will help the
employees and the companies to perceive themselves along with the competitive world. The
problems being present in the company will be identified with the integration of shared vision,
mind model, personal mastery and separate the industry from others.
The conventional style of construction projects are complemented by the systems thinking in
various manner. Initially it helps in analysis and synthesising for various issues being
encountered in the while handling the construction projects. It will complement the reductionism
by reducing the amount of work into individual sections, effect thinking, analysing and breaking
down complex construction projects into simpler part, circular casual effects by explaining the
environmental factors and their influence on the construction project and indeterminism where
probabilistic thinking for the work is required. Finally systems thinking will be beneficial in
setting up a framework for utilisation of various construction theories, techniques and tools in
order to employ contingent perspectives and holistic construction practices.
Activity 3: Summarise your ideas on the Model of problem solving
In the given scenario, McWhinney model of problem solving is to be done. This model refers to
solving and identifying the different views across the world and how to react on the problems
solving tools, techniques and practices. The model comprises of four phases: unitary, mythic,
sensory and social. Unitary phase in any organisation mainly defines the framework, policies,
principles, theories, design, assumptions, clarification etc. Mythic means the organisation vision,
ideas, opportunities, dreams, metaphors etc. Sensory refers to action, behaviours, resource,

experience etc of the employees and employers and social phase refers to values, feelings,
purpose etc.
Figure 1 Model of McWhinney
Every individual has their own perspective and preferences and the preferences and views are not
changed mostly. Distinction in the reality preference can be identified when any preference is
looked beneath the surface. Some individual preferred the unitary reality to be in comfort with
tools and techniques while some may prefer the social or other reality for their comfort.
McWhinney”s model offers that complex problem solving is based on the different perspectives
(McWhinney, 1997).
McWhinney describes six modes of change that depend on the problem solving of the individual.
Each mode has complete path of change, capable of making and executing the solution. In each
mode the solution is made using the tools and techniques of one phase to impact the situation in
second phase. Problems are defined in single mode, two mode or more mode depending upon the
inter parts. The summarise form of McWhinney’s mode of change:
Figure 2 Modes of change
McWhinney also finds and explain the directional method associated with each mode of change.
In easy cases, problems may be solved by using two directional method of one mode of change
to create a simple solution. The different mode of change is analytic, assertive, influential,
evaluative, inventive and emergent. This mode helps the organisation in problem solution. The
combination of taking the two models give a mode of change. In analytic mode the directional
method would be unitary to sensory that includes design and from sensory to unitary includes
test of the model. In this way the two models combines and give the mode with the directional

method (McWhinney.et.al, 1997). Some of the directional method are: in assertive mode,
directional method is to establish and inspire the problem, in influential mode the directional
method would be to persuade and convert the problem, in evaluative mode the directional
method would be value and allocate the problem, in inventive mode the directional method
would be induce and realise the problem and last in emergent mode directional method would be
to evoke and facilitate the problem. The tools that are applied in problem solving are: action
plans, causes and effect, SWOT, visioning, simple modelling, value synergizing, dialogue,
storytelling, brain storming, resource allocation, mind mapping, search conference etc are some
of the tools and technique that the organisation could applied in getting the solution to the
problems
Activity 4: Innovative and unusual models
Identify three approaches to problem solving that are generally used within your
organisation or sector.
Cause and effect analysis is been considered to be the most common approach and is generally
used in organizations for solving their workplace issues. The approach helps in identifying the
problems occurred in the organization; identifying the aspect being involved, what is the
problem, and when and where it occurred. Another activity is to find out the factors which are
being involved in the problems. It may be equipments, materials, people, and external forces and
so on. Along with this SWOT analysis is also an important tool which is been used to direct the
strategy at the highest level. It is a business analytical technique that organization performs for
each of its products, services and markets to achieve future growth. It involves identifying the
strength and weakness of the organization (Russ & Wallace, 2013). Another techniques being
used by the organisation is interviews and questionnaire approach which provides with an

opportunity to learn an individual’s career choices, preferences and reactions to different kinds of
work.
Explore and critically evaluate at least three of the approaches not commonly used in your
organisation
It has been found that the Brainstorming is not been used by the organization. It enables to
associate metadata such as information category, search and recovery of information. It enables
to insert the brainstorming elements in the organization and connect them to data directly for
better efficiency. Mind mapping is another approach which should be used in organization for
better efficiency. This is a diagram which is used to represent concepts, ideas, tasks or other
items linked to a central theme. This approach is easy to create, easy to expand, easy to filter.
The techniques even help in bringing visualization, creativity, collaborative methods which
could be used in organization (Proctor, 2014). Force field analysis is also important for
organization. Force field analysis is a very useful decision making techniques which should be
used by the organization. It is very useful to make a decision and communicate to the
organization.
Write up your findings in a summary report
With the help of the evaluation it has been seen that, organization makes use of the cause and
effect analysis, swot analysis, interviews and questionnaires techniques to solve various
problems in organization. Organization identifies the problems and provides the solution to solve
the problems. If organization also use brainstorming activities, mind mapping activities, force
field analysis to solve the problems, then organization efficiency can be increased and this a very
effective approach to solve the problems. Without effective decisions action cannot be done

properly and resources can’t use properly. All that approaches are very helpful in planning,
organizing, staffing, coordinating and communicating. If organization takes correct decision, it
provides opportunities of growth and success. It also increases the commitment of the people
towards the setting goals (Russ & Wallace, 2013).
Reflect critically on all this work and check your report against the assessment criteria for
Theme A.
In my opinion, organization should use the above mentioned all approaches for improving
overall productivity and efficiency by creating a helpful atmosphere for employees. An
organization can easily identify the problems and solve them very effectively. Swot analysis
highlights the opportunity according to organization strength. This is also used in developing a
strategy objective. It is also helpful in brainstorming; there is opportunity to verify statements. It
helps in examining the internal and external factors to achieve the objectives. It helps in enabling
unusual and non-conformist issues for discussion.
Activity 5: Choosing your problem
PROBLEM
Meeting the organisation objectives requires enhancing the operational efficiency of an
organisation which is been considered as a critical task. The major issues being identified at the
workplace is to improve the operational efficiency of the organisation. It has been commonly
found that the higher authorities face various issues in enhancing the efficiencies due to the
diversified working environment which needs to be modified as per the requirements. Therefore
Amey Plc has implemented a new technology in order to improve the operational efficiency.
Issues

1. Unitary: With respect to this approach, the operational efficiency is been hampered due to
the various aspects such as policies, rules, principles being levied within the
organisational framework. These factors limit the work force which also impacts the
performances of the employees along with the efficiencies.
2. Sensory: This approach is concerned with behaviours, actions, resources, facts, etc. which
influences the employees to either work dedicatedly or compete their task just as a job. It
is very much important to fulfil the requirements of these aspects to improve the
efficiencies of the operation of an organisation (Pickett, 2015).
3. Mythic: This approach includes the vision, inspiration, ideas, opportunities, etc. as
lacking in this would impact the efficiencies directly.
4. Social: This is the most important aspect as it has been usually seen that the operational
efficiencies are impacted due to the lacking in motivation, diversified values and
perceptions, appreciation, etc. which make an individual to work towards the
organisational goals.
Dominant team perspective
On the basis of the organisational perspective, it has been found that the unitary approach of
McWhinney model acquires critical issues as it states the regulations being levied within the
workplace. As per the perspectives of the organisation, the complex problem to improve the
operational efficiency of the organisation could be impacted extensively.

Internal context
Organisation strategy: The major issue found in the organisational strategy is the lack of proper
planning, development of the strategy for the operational activities. The issues related to the
strategic planning are the lack of innovative ideas and creativity towards the business.
Organisation structure: An organisational structure is been considered to be the most important
aspect which requires having a systematic flow of authorities and duties over the business. The
lack of communication and coordination among the higher and the lower level of employees is
the major issues in this respect.
Organisation systems: The organisational system mainly consists of the systematic flow of the
overall planning of goals and values. There is a major issue of effective execution of the
strategies and planning which leads to the failure in the desired outcome.
Organisation skills: It is very much difficult to acquire the accurate skills that could match the set
values and goals that to be achieved for the success of the organisation (FARMER, 2012).
Organisation staff: The major issue within the staff of the organisation is the lack of motivation
and mutual understanding which leads to the decline in the operational efficiencies. It is very
much important to motivate the staff members effectively.
Organisation style: The key issues in the organisation styles regarding the values and goals of the
business are the manners in which actions are been taken and the behaviours being identified
towards any of the critical, situation.

External context
Technical environment: Adoption of the new technological advancements could be ineffective
and uncertain within the staff members. It is very important to make sure about the effectiveness
of the technology being used within the organisation.
Economic environment: The major issues related to the economic environment are the
fluctuation of financial aspects such as interest rates, exchange rates, etc.
Social environment: The changes in the preferences, taste, market trends, choices, etc, is been
identified as the most crucial issues in this types of environment.
Political environment: The political environment includes the key issues of acquiring various
legislative constraints to the organisation and lays an effective impact on the same. The issues
being related to the political environment are the rules and regulation levied by the governmental
bodies on various activities of an organisation (Pickett, 2015).
National environment: It is very much important for the organisations to be well established
among the local market so that to gain the desired results out of it. It has been found that there
are various barriers at the national level which limits the organisation to expand its operations
effectively.
Global environment: The legislations and regulation being levied at the global levels raises
various issues for the organisation and restrict in expanding the business to the great extent.
Key activities/parts/people of the organisation that are affected by this problem
There are various aspects which are been affected by this problem within an organisational
framework. It has been generally seen that the inefficiency of operations at the workplace

impacts the productivity, profitability and the interests of stakeholders and thus could even lead
to severe losses.
Key activities/parts/people of the organisation that affect this problem
The higher authorities and the rules and regulation being implied by them could affect this
problem. It has been even identified that the problem would be largely affected by the working
environment being provided to the employee at the workplace. In terms of activities which could
affect the problem are the operational activities which could contribute in the modification of the
problem. Even the employees would affect the problem by putting the relevant efforts in the
same.
Key activities/parts/people beyond the organisation that are affected by this problem
There are various activities or people that are being affected by the problem of improving the
operational inefficiency beyond the organisational framework. Some of the important people
such as suppliers, customers, investors, etc. would be largely affected by the problem as if the
operational inefficiency is not improved it would be a critical aspect to meet the expectations of
these external belongings of the business.
Key activities/parts/people beyond the organisation that affect this problem
The main part that could affect this problem beyond the organisation is the governmental bodies
as with the changes in organisational legislations or reforms for the business.
Identify briefly how the problem involves ‘unpredictable and unknown features’ and is
related to ‘new or previously unrecognised or unadvised goals’

In context to the current problem, it has been found that the most unpredictable features being
involved in it is the risk identification by the higher authorities which could lay an impact over
business to the great extent.
Activity 6: Identifying the boundaries to the Problem
Problem: To improve the operational efficiency of Amey Plc. The higher authorities are facing
various issues in the enhancement of the efficiencies. Various issues were found in the higher
authorities for enhancement of the efficiencies based on the diversified working environment.
Tools:
1. Interview and Questionnaire
2. Quantitative statistics
3. Metaphorical Thinking
Interview and Questionnaire
All the employees and part of management were questioned and interviewed and were asked the
factors that were hampering the functioning of the organization. The issues related to the
technology and innovation were also asked. The expense and time involved in interviewing the
management and other employees was reduced by using the questionnaire in the first place. All
the employees were given the same set of questions which helped to yield a more productive data
as compared to the other information which was produced from the interview of the managers
and the other leaders.
This analytical tool helped in collecting the data regarding the perspective of the employees and
the management and the reasons which are hampering the effective proficiency of the
organization.
Quantitative statistics

This tool was used by comparing the current experiences of the company with the past
experiences and the currents goals and objectives of the company. This helped the company to
compare the performance with various models of desirable outcomes. The organization was also
able to compare their performance with various sub-units of the company and also with its
contemporaries. This type of analysis helped to evaluate the economic, financial and business
analysis so as to predict the behaviour of the company using the mathematical calculations,
measurements and research. This measure also helps in predicting the growth rate of the
company. The data summary from recent years were collected across many various repetitions of
the participatory process like venn diagrams, seasonal calendars and focus group discussions etc.
Therefore, the areas with low operational efficiency were evaluated and the areas that require
consideration can easily be estimated.
Metaphorical Thinking
It is a technique which connects the two very different universes of meaning. The management
of the organization told us that it was made of various departments and in order to work
effectively all the sub-units had to work accordingly and properly where the departments must
work in a harmonious manner. The departments like marketing and finance department are
highly important for proper and efficient working of the organization as compared to others and
therefore these were highly scrutinized. The survival of the organization is basically dependent
on these two departments. Therefore, all the operational functioning and issues of the concerned
departments were noted down in order to ensure smooth functioning. The level of comfort and
cooperation was evaluated within the departments and all the interdepartmental and departmental
issues were discussed. This helped in evaluating the factors which hampered the efficiency of the
organization.

Activity 7: Identification of a range of potential solutions
A range of potential solutions were identified. There are as followed:
1. morphological analysis and related techniques
2. brainstorming and its variants
3. lateral thinking and associated methods
A. Morphological analysis and related techniques: The tool used was component detailing
where the major components of the problems were listed and the attributes of each
component were identified and listed. After that various different problem components
were allocated to different group members for study. The components and their attributes
were studied and noted in detail. A picture was drawn of each component, including as
much detail as possible. These drawings were collected and displayed where they are
visible to all those involved in the exercise. The pictures were displayed and the attention
was paid to their logical ordering. The collage was now reviewed for possible ideas. This
idea helped in taking into account the mind-set and voice of the normal employees and
helped to view the problem from various perspective by using drawings that vary in size
and drawing style .While it was obviously most useful for dealing with tangible products
or processes, most services do have tangible aspects, and these might be depicted
pictorially.
B. Brainstorming and its variants: ROUND-ROBIN BRAINSTORMING was used.
A classical brainstorming was conducted but instead of the participants being encouraged
to shout out ideas at random, each team leader in turn was asked to make a contribution.
The ‘round’ was repeated several times until it appeared that ideas have dried up or until
a fixed period of time has elapsed.

C. Lateral thinking and associated methods: Distortion and exaggeration were used. This
involved taking the problem to extremes. If there were many faulty goods being returned,
rather than investigating what is causing the faults, the method suggests that we should
consider what we should do if all the goods were faulty. The solution would then be to
redesign the product. The technique produces fairly radical solutions to problems.