THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Group Exercise Designing an Effective Inquiry-Handling System Valeria Di Fiori & Robert Whyte Sydney, Australia December 2010

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Systems: Plan versus Practice Quiz: What is a “system”?  A combination of parts forming a complex whole –Often including organization, processes, tools  A coordinated plan of procedure –Clearly articulated, with timeframes, such as through guidelines  Consistent implementation of a plan –Often aided through the use of checklists and flow charts  All of the above Without these elements, you do not have a system. You are “going from memory” or “playing it by ear.” 2 

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency No Implementation Plan = Disaster Story of the Invention of the Aviation Checklist 1935: U.S. Army plans to buy 200 bombers Boeing leads competitors in final evaluation Army Major Ployer Hill leads testing 17 years of flight experience Tested over 60 new Army planes On take-off, crew forgets to release elevator lock. Plane turns on one wing, crashes, and bursts into flames. 2 men die, and 3 are seriously burnt. Newspapers call Boeing’s B-17 “too much plane for one man to fly”. Company is close to going out of business. Boeing pilots get together to develop four checklists–take-off, flight, before landing, and after landing–that will save lives and the company. 12 new test planes fly 1.8 million miles with no accidents. Eventually, Army orders nearly 13,000, and the plane becomes WWII’s famed “Flying Fortress.” The planes were not too much for one man to fly. They were too much for one man to remember. 3 Checklists save Boeing’s B-17 program after early disaster.

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency System Implementation Quiz: From the last presentation, can you recall what combination of parts make up an inquiry-handling system? 4 Follow-Up Response Processing Reception Screening

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Mapping Systems with Flow Charts 5 Investor DECISION Made Yes No Get info from partners Send to Junior Officer Investor INQUIRY Made Priority Sector All Info On Hand Acknowledge Receipt Analyze Info Needs Like the B-17, too much for 1 person to remember!!!

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Group Exercise: Instructions Break into 3 teams of 5-6 people. Using your flip charts, you will map out a basic system flow chart for the inquiry-handling process of Alpha IPA, Beta IPA, and Delta IPA. The three IPAs are of differing size and resources – small, medium and larger – defining the number of employees dedicated to investment facilitation. Assume each IPA has: Only some of the information on hand which they need to respond to inquiries , telephones, mobiles, faxes, voic , web sites, and CRM software Relationships with ministries and private sector associations Before you map the flow chart, agree on an organizational chart for your IPA. 6

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Group Exercise: Instructions Divide the work among your group as follows: 7 Reception & Screening (2 people) Processing & Response (2 people) Follow-up (1-2 people) Reception & Screening (2 people) Processing & Response (2 people) Follow-up (1-2 people) Reception & Screening (2 people) Processing & Response (2 people) Follow-up (1-2 people) Alpha IPA Beta IPA Delta IPA

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency Group Exercise: Instructions You have 20 minutes to design your assigned part of the inquiry- handling process. Do this on a piece of paper with your partner. Then, regroup with the rest of your team to combine your flow charts on the team’s flip chart. You have another 20 minutes to make sure that your components fit together well. The final system should ensure: All inquiries are handled promptly and get a response High quality Consistent treatment, regardless of responder Priority inquiries get special attention 8

THE WORLD BANK World Bank Group Multilateral Investment Guarantee Agency 9 Good Luck!