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Contents

Introduction ................................................................................................................................................... 2

I. The benefits that teamwork brought to VinaClean’s effort to get consumer to recycle

household batteries ..................................................................................................................................... 3

II. Demonstrate working in a team as a leader and member towards specific goals, dealing with

any conflict or difficult situation................................................................................................................ 5

III. Review the effectiveness of the team in achieving the goals set by Ms. Tran and the goals set

by the team itself ......................................................................................................................................... 7

IV. Factors involved in planning the monitoring and assessment of work performance ............. 10

V. Plan and deliver the assessment of the development needs of one member of the team ............ 12

VI. Evaluate the success of the assessment process .......................................................................... 15

Conclusion .................................................................................................................................................. 18

Appendix ..................................................................................................................................................... 19

Reference .................................................................................................................................................... 21

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Introduction

VinaClean is a new company specializes in battery recycling. The company‟s goal is to

stop the destruction of Vietnam‟s environment from consumers disposing of household batteries

in landfills. From the very first day of the company, Ms. Suzi Tran, head of the company, had

carefully planned for the success of the company. Starting with the recruitment and selection for

VinaClean, Ms. Tran spent a lot of money, time and effort to have the most qualified employees

who can work together in order to execute the vision as well as the main purpose for establishing

the company of Suzi Tran.

From the beginning of the company, Suzi Tran still receives a lot of generous donation

from people who concern about environment for funding her business. However, Ms. Tran aim

to make her business can be self-funding after 3 years. Therefore, it is better be ready for the

employees to get along and start the work immediately.

As the nature of the business, the company is going to collect old batteries from people

and sell them to the recycling centre in other countries. As a team of agents from VinaClean, we

must work together to make Suzi Tran‟s vision real by planning for collecting old batteries

starting with Hanoi. We found out that the best place to collect the old batteries is the place

selling the new one - local retail shops. Therefore, we are going to divide Hanoi into different

working area to gain permission from these shops to host the battery “drop boxes”. The team has

5 members, each member in the team will responsible for different tasks and Ms. Tran expected

the job will be done properly. Ms. Tran needs to assess the team effectiveness as well as the

work performance of each team member to see are those employees met her expectation and

worth her money or not.

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I. The benefits that teamwork brought to VinaClean’s effort to get consumer to

recycle household batteries

To gain the benefit from team work, four selected employees need to be able to work

together like a real team but not a group of people with a label attached. According to

Katzenbach and Smith, the two famous authors writing about teamwork, a team is defined as "a

small number of people with complementary skills who are committed to a common purpose,

performance goals, and approach for which they hold themselves mutually accountable (J.R.

Katzenbach and D.K. Smith, 1993) ". As the purpose of the team, each member should work

together to get consumers to recycle their old battery and if their teamwork done well, it would

bring a lot of benefits not only for Ms. Tran but also the team member and the company.

There is no doubt that the main purpose of the team is to help the business of VinaClean

become successful. Good teams within VinaClean help the company improve profit by adding

more value and lower the costs through effective working. The quality of output from a good

team normally much better than individuals or a normal group and can be archived in a shorter

time. Therefore, VinaClean can archive its objective much faster. Even though VinaClean is the

first company operating in this field, it is just a matter of time before its competitors appear.

Good teamwork is the key to help VinaClean out-perform its rivals in the future.

As the owner of the company, a good team work among the employees will definitely

bring Ms. Tran some benefits in term of management. A real team with less than six people

definitely can produce an extraordinary performance result that impossible to archive by even

more individuals. That means Suzi can reduce the cost for hiring people to spend on other

activities. Secondly, members in a good team are likely to stick together because they get on well

and comfortable working with other members. That will help to reduce the intention to leave of

the team member which leads to the reduction in employee turnover. Moreover, the threat of

losing her qualified employees into competitor‟s hand will be eliminate. Thirdly, from the

recruitment and selection, Suzi aims to hire most qualified employees who do not need to be told

what to do. She wants to empower her team let them come up with their own decisions fit with

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the objectives of the team. By doing this, Suzi can spend her time for other important things such

as finding donators instead of involve in the details of the team‟s work. All of these three

benefits essential at the dawn of VinaClean because its operation still depends on donation.

An aspect that cannot be ignored is the impact of teamwork on every member of the

team. As I always tell other members, T.E.A.M for me stands for Together Everybody Achieve

More. We, the team members, are the people gain the greatest benefits if we are really working

as a team. First of all, everyone in the team can share leadership roles. Since the team is

empowered by Ms. Tran, each team member is giving an opportunity to take the leadership

position base on their forte. In term of the team, sharing the leadership roles help the team makes

use of special abilities of each member. Different tasks will be completed in much more effective

ways. For each member, they will have a chance to express their potential as well as practice

their leadership skill and contribute to the success of the team. As the expectation of Ms. Tran,

this is how we should be trained for to be future leaders of VinaClean. Secondly, teamwork

divides the workload but double the success. This is what we call “Synergy” when team

members operate in ways that complement and leverage each others. In teamwork, we focus on

collective work product rather than individual result because the quality of the collective work

product always higher. Moreover, collective work product comes with the mutual

accountabilities which team members share the responsibilities with each other. By sharing the

works and responsibilities, the threat for stress also will be reduce. Thirdly, each member

normally has special knowledge and skills that other people in the team can learn from. Working

together brings a great opportunity to learn, improve and develop knowledge and skills for team

members.

In order to understand more about teamwork and its benefits, I tried to ask some people

work for HSBC and some state own companies but their answers did not satisfied me enough.

However, I did have an interesting conversation with a friend of my father, an ex-military officer

with 35 years of experience. He said that there is teamwork in military is a perfect example of

how it can benefit people and it can be applied in any companies for sure. Teamwork in military

is not just about working together effectively but more about lives or die. Follow his instruction,

a small research was carried out about a team of elite solders called Navy SEAL. This special

force is recognized all around the word as the best by executing successfully many extremely

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dangerous missions and of course they never work alone. As the SEAL „s slogan “The only easy

day was yesterday”, teamwork can be used like a motivation to push team member moves

forward, willing to take more risks and complete the task even in extreme conditions. Real

teamwork can naturally motivate people, no body want to be left behind. Moreover, by doing a

great teamwork, team member can earn the trust and respect from other members of the team.

Trust and respect are also critical in term of VinaClean, lacking trust or respect among team

members will result in a significant drop in the effectiveness. In addition, teamwork teaches team

member how to communicate effectively, plan, co-ordinate and execute as a team which mean

means better problem solving and costs saving. Even though both teamwork in military and a

company have a lot of things in common, but there is a critical different is teamwork in military

has no place for team empowerment. Orders are orders and no question asks. This is a limitation

that need to be considers if anyone want to apply the model of team work in military in business.

However, I strongly recommend to see a movie about Navy SEAL called Act of Valor to see the

benefits of good teamwork as well as how it should be done.

II. Demonstrate working in a team as a leader and member towards specific goals,

dealing with any conflict or difficult situation

Base on the objective as “The team needs to gain permission to host batteries “drop

boxes” in 20 local retailers within 2 weeks - from 15th November to 29 November, in Hoan Kiem

and Dong Da district in Hanoi”, our team started designing and dividing tasks for each member.

Minh Hang and Le Nga was responsible for negotiation with 15 shop owners each person in

Dong Da and Hoan Kiem respectively. The team expected the closing ratio is 67%. I was

responsible for designing the drop boxes and Nam was responsible for logistic of the team.

As a team, we are going to share the leadership position base on our special knowledge,

skills and trait of each member. For me, I took the lead on the task of designing the drop boxes

for consumers to use and the local shops will host them. As the leader in designing, the first trait

I have is my creativity combine with IT skills. Right after reading the job of the team, I was

thinking about some different options can be use as a design for the drop boxes and I can easily

make a 3D model of the design on the computer. As the work began, I gather the whole team to

tell them about my ideas and I also want to hear their recommendations as well. This is when the

problem appears. The company now still needs donations for its operation. Therefore the budget

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for the job is quite small and they suggest the design should be as simple as possible to reduce

the cost for producing. A member said it is just a box for dumping old batteries so just pick any

box to bring to the local shops. However, I disagree with this idea. As a visionary leader, I know

that a good design will bring benefits that much greater than the costs we may have to pay. I

listened carefully the opinion from my team members and try to explain why we should design a

good drop boxes. The first reason is the local retailers are likely to host a beautiful drop box

instead of an ugly one. An ugly catton box will have no chance to be placed even outside of the

shop. A beautiful box can also be used as a decoration and likely to be place inside the local

stores. That will save a lot of time and effort to convince the owners of the shop which mean less

work for other members to do. According to my plan, I want to design the box the same as

Doraemon, a fiction character with her magic pocket, which very familiar among Vietnamese

children. It would normally attract not only adult people but also the kid to bring the old batteries

from their toys to drop in the magic pocket of Doraemon. It means that a good design box could

increase the number of batteries collected in the future, lead to the ability of self-funding for the

company within 3 years. Moreover, my design aims to influence on children by changing their

habit form throwing trash away to recycle them, starting with old batteries. For the long term,

hopefully this simple design can change the bad habit for the whole generation. Finally, the box

will contain the name and the logo of VinaClean, which help create brand awareness among

customers. After considering carefully the benefits and the costs, the team agrees that it is

essential to spend time and effort to have a good drop box design.

Within the creativity and visionary, I am also a hard working leader. My father, vice

director of Hoang Thach Cement Company said that “Even a lot of the bosses claim that leading

people is telling them what to do or not, but he proves that a good leader needs to work hard and

a best leader will work even harder than his employees”. I do believe in the equality in a team,

the leader should do at least the same amount of real work as other members because leader is

also a member. Beside form my design job, I am willing to help my teammates as requested or

even offers a hand if I realize they have problem.

Not only worked as a leader, I also needed to work as a team member following other

members when they take the leadership role. In the team, Le Nga was responsible for finding and

convincing local retailer‟s owners in Hoan Kiem district to let us place a drop box at their shops.

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As her assistant, we sat together and plan for the trip to the retailers at Hoan Kiem district. I was

given a job for preparing content for leaflets that will be given to the people around the shops

whether we can gain the permission to place a drop boxes a lot. The leaflet contains an

introduction about VinaClean including the vision of Ms. Tran, the reason why we collect dead

batteries and why should people recycle them. Moreover, I was also providing transportation for

Nga if possible. There was a quite serious problem from the start that I often late for appointment

to pick her up and the reason is not just because of traffic but also my terrible time management.

We did have a small argument but then I realize that I should never destroy the trust between us

and I did not want to let her down. Therefore, we developed a common plan so the common

work is not going to be influence by personal stuffs.

III. Review the effectiveness of the team in achieving the goals set by Ms. Tran and the

goals set by the team itself

As an important characteristic of a good team, all team members need to spend some time

together for evaluating their own teamwork. Normally, team members will work together for a

quite a long time in many different projects and the ability to judge will help that team and each

team member to improve. This process of evaluating is essential to be an effective team.

Klimoski and Jones, in 1995, proposed a model of team effectiveness for the first time in

their book “Staffing for effective group decision making: Key issues in matching people and

teams”. This model emphasized the factors in term of environmental demands and the resources

are the key to assess the effectiveness of a team. In case of our team, the effectiveness will be

assessed in three different stages: Preparation for teamwork as input variables, team working as

process variable and the results as outcome variable.

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Klimoski and Jones, (1995, p8).

Input variables

Team organization is defined as the structure of the team and the authority

among team members. In our team, the responsibilities of each member were set

very clear. For example, I was responsible for designing the drop boxes and help

Le Nga to gain permission from shop owners. That will help to reduce the threat

of conflict during teamwork. The team also took advantage from team

empowerment the faster and better in problem solving as well as the unlimited

creativity.

Norm is simply the ground rules between team members and this is the forgotten

part in our teamwork. These ground rules can be use as guidelines that shape the

behavior between members and make the teamwork smoother. Some simple

norms should be set in the future such as listen to what other saying and do not be

defensive to other members

Composition is the combination of attributes of each team member such as skill,

knowledge and the specific job of the team. In this situation, the attributes of each

member is quite fit with the job of the team. However, the problem is we are all

students and just part-qualified employees which sometime just unable to handle

the job well enough. The team should have a least one qualified member to guide

other members to work more effectively.

Leadership in our team is take advantages form the team empowerment policy of

Ms. Tran. Each member took the leader position for different tasks base on their

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trait. By doing this, not only the effectiveness of teamwork will be increase but

also all members can practice their leadership to become future leaders of

VinaClean as Ms. Tran expected.

Size of the team is the number of team members and normally base on the

specific jobs as well as available resource of the company. In our situation, the

team made a big mistake is setting the objective a little bit too high compare to the

ability of 4 members.

Process variables

Use of skills determines that team effectiveness does not come from individual

effort. But the skills and the potential of each individual are the key for success of

the team. We tried to understand skills of each team members buy group

discussion before deciding who will be responsible for which tasks to achieve

highest result. However, there is a lack of skills in the team. There should be

training for us to gain more skill or the team should recruit more members to

fulfill the needs of skills.

Strategies for a team can be understood as the way the teamwork will be

managed. Like the norms from input variables, this is also a forgotten part of our

work. The mistake was we plan for everything, decide everyone‟s responsibly but

we had no clue that how other people are working. When the team discovers that

the process was very slow, it was too late for corrective action. Lesson learned the

team should applied simple teamwork strategies such as having regular team

meeting.

Effort level, co-ordination and compatibility emphasized that team

effectiveness is not come from individual effort. In our situation, we learn that

even everybody on the team work beyond their best does not mean that the team

can be effective. What really matter is the compatibility between team members.

For next time working as a team, we need to improve the communication as well

as the interaction between members.

Outcome variables

Task accomplishment and quality in this model is totally 2 different criteria.

One hundred percent of accomplishment does not mean that the quality is high

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and the effectiveness. The situation of our team is on the opposite side. We did

not complete the entire tasks but we agreed that the work of designing the drop

boxes was outstanding. However, we should learn to work together more

effectively to meet the objective of the team and Ms. Tran.

Turnover in this context mean how well the employees feel about the result. Of

course the result that did meet the objective of the team set from the beginning

makes us feel quite disappointed. However, this is the first time we work as a real

team, we have a lot of thing to learn and the lesson from the evaluation will help

us to improve and success in the next time working together.

Team effectiveness model by Klimoski and Jones is quite a good people for evaluating

teamwork. However the disadvantage of the model is it makes no different between the roles of

individuals and team. Moreover, this model does not have any places for feedback which is a

very important criteria for effective teamwork.

IV. Factors involved in planning the monitoring and assessment of work performance

Similar with teamwork evaluation, assessment of work performance is a very common

practice among team members of an effective team. For the team members in a company, this

process is likely to be called as performance review. Performance review is defined as “The

process of evaluating or judging the way in which someone is functioning (Coens and Jenkins,

2000)”.

In term of VinaClean, the performance review of team member will be used for some

different purposes. First of all, it can be used for management decision such as give someone a

raise or promotion. Moreover, it is the evaluation for the management. Finally, information from

performance review will be the input for performance feedback.

As the ideal of 360 degree feedback, the source for reviewing performance of a team

member can be mangers, co-workers, subordinates or even a person from different team.

However, as a person believes in peer evaluation, Ms. Tran will give the priority for each

member to evaluate other members in the team. Before conducting performance review, we need

to know what do we measure and what do we measure against? After working together, we came

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up with 5 performance categories of each member that should be evaluate and how to maesure

them.

Quality of work

Quality always sounds like a very good criterion for reviewing performance but how

much quality is enough and how to measure it correctly? Instead of trying to measure quality, we

purposes a more creative way is measuring some sub-criteria that contribute to improve the

quality of work. Such criteria are how much a team member focus on the detail, accuracy and

thoroughness. Is that member always looking for improvement, find the root causes the problem

and accepts the responsibility for action?

Quantity of work

Quantity of work is in a way that much more easily to be measure compare to quality.

Quality means that you can count. We can count to see is that member takes a fair workload

during teamwork in comparison to other members and do they willing to take responsibility

beyond their duty.

Communications

Communication is an important skill for teamwork. Better communication means better

problem solving which lead to the increase in efficiency. Moreover, communication is a tool to

build trust among team members. This performance can be measure by good listening skills,

verbal intelligence and how they keep other members informed.

Teamwork

Teamwork is definitely an important criterion when people working as a team.

Teamwork can be measure by some factors suc as the ability of a member to work effectively

with other team members, how they deal with team conflict and the willingness and effectiveness

when supporting other members.

Leadership

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In a real team, every member shares the leadership roles which directly lead to the

increase in effectiveness of the team. As a team is highly empowered by Ms. Tran, this is the

place for all team members to show and practice their leadership. This criterion can be measure

by how well a team member can provide feedback to other members and the ability to motivate

the whole team move forward.

Beside from setting criteria for reviewing performance, VinaClean needs to build a peer

evaluation process that employees can rely on. There must be a third party like HR responsible

for collecting information, the identity of the people who gave feedback need to be kept

confidential.

V. Plan and deliver the assessment of the development needs of one member of the

team

The performance appraisal form is carefully designed by the team. I am going to evaluate

Ms. Le Nga who I spent a lot of time working with. All performance categories above will be

listed in this form to be graded in a scale from 1 to 5 with:

5 means Outstanding

4 means Exceeds Expectations

3 means Meets Expectations

2 means Needs Improvement

1 means Unsatisfactory

Position: Team member Age: 22 Name: Le Yen Nga

Grade

Performance

1

2

3

4

5

Quality of work

1. Focus on the detail,

accuracy, and thoroughness

♥

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2. Always look for

improvements

♥

3. Finds the root cause of

problems

♥

4. Accept responsibilities

for actions

♥

Quantity of work

1. Take fair work load in

comparison to peers

♥

2. Assumes responsibility

beyond normal work duties

♥

Communications

1. Good Listening Skills

♥

2. Verbal Intelligent

♥

3. Keeps Others Informed

♥

Teamwork

1. Works Effectively with

other team members

♥

2. Deal with team conflicts

♥

3. Supports other team

members

♥

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Leadership

1. Providing feedback to

other team members

♥

2. Use of Positive

Motivation

♥

As my experience working with Ms. Le Nga, she is quite good at the communication

skills especially with her ability to listen to other team members. It makes her teammates feel

like they are respected. Her good communication skill also makes her good at teamwork. The

ability to communicate and transfers information between team members makes us normally

come up with better solutions. The most important thing is she know how to deal with conflict,

by using her verbal intelligence, she could tell me that my terrible time management influence

negatively on the teamwork but in a way that I felt like I was respect and she said that because

she care about the team.

In term of quality of her work, it can be said that she nearly met my expectation. As a

nature of women, she really focused on the detail and the accuracy of her job. Even though her

negotiation skill is quite good, she still carefully prepare for the conversation with the owners in

detail.

However, from working with her in a task that she acted as a leader, I realized that her

leadership skills did not seem very well. Despite I sent her several drafts of the leaflet to ask for

approval she seemed too busy to give me any feedbacks. Since the work of gaining permission

from shop owners became more difficult than expected, I started losing my spirit but she did not

know how to motivate her subordinate. This is the skill she needs to practice more and more if

she wants to work effectively with the whole team.

Talk about the objective set earlier, we were starting to work together in order to execute

the vision of Ms. Tran of a cleaner Vietnam, starting with Hanoi. For the first steps, the team

must work together to place “drop boxes” for collecting old batteries. The first discussion of the

team was about setting an objective to get the first job done. The objective of the team needs to

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set by all the members in order to make it similar with the objective of each team members. This

will make each member can be self-motivated to work harder to archive the common objective.

However, after talking together and consider how we can get the best result with the limited

human resource and time, we decided to start in 2 most crowded districts. The reason is the

number and density of the local retailers in those 2 districts is higher so we can visit more shops

in a shorter period of time. Moreover, if our job to place the “drop boxes” is successful, there is a

chance for us to collect more batteries because of the bigger population in those two districts.

Therefore, the team came up with the objective: “The team needs to gain permission to host

batteries “drop boxes” in 20 local retailers within 2 weeks - from 15th November to 29

November, in Hoan Kiem and Dong Da district in Hanoi”.

This objective is specific enough, it does answer some question such as who is involve,

what to do, where to do and in what period of time. Moreover, the objective is set in a way that it

can be measured by providing the specific numbers of shops as well as the cut-off date. Any

objectives must be achievable base on the schedule, workload and knowledge of each team

members. However, it is clear that we fail to calculate the workload which leads to the failure to

achieve the objective. The objective is also relevant to the objective of VinaClean and it is set

with a specific period of time to complete. In my opinions, this objective fulfills 4 out of 5

elements of a SMART objective except for Achievable.

VI. Evaluate the success of the assessment process

As mention above, reviewing work performance is a very critical process and essential

for every member of the team. Therefore, such assessment process also needs to be evaluated

and improved so that it would fit with the change of teamwork as well as the improvement of

team members.

In 2004, Suskei Linda purposed a model of six elements contribute to a good assessment

process

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Suskei Linda (2004)

Give useful information

The process of peer-evaluation within my team did provide some kind useful information

such as the strength and the weakness of each team member. It also give the management the

idea of how each team could be trained to improve their performance in each category.

Give reasonably accurate and truthful information

The form of the performance appraisal is design in a way that everybody can read and

understand clearly. The criteria for evaluating are written in simple words and well organized so

the members can provide more accurate answers. However, I prefer a six-point grading scale for

than a scale of 5 because Vietnamese are normally choose the middle point which lead to the

inaccurate respond. Moreover, our assessment process has to ensure the truthful of the

information.

A fair to all team member

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Our assessment is a peer-evaluation between team members. Every member has the right

to assess their teammates as long as their information is accurate and helpful for the development

of the team

Are ethical and protect the privacy and dignity of those involved

Even though we have no idea to maintain ethical behavior in assessment process but we

do have policy for protecting privacy and dignity if those involved. First of all, the identity of

those who gave feedback will be kept confidential. For all team members, they will receive their

feedback in front of the team when they are complement and in private if they are rebuked.

Are systemized

All the feedback will be record and organized so we can see how each team member

improves overtime. This is the first time we did assessment of work performance and

information from the assessment will be record.

Cost-effective

As a team with only four people, the assessment process for the whole team did not take a

lot of time and money but it will bring a lot of benefit in term of management.

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Conclusion For the first time working together as a real team, we have been through many different

emotional states from the excitement from the beginning to the disappointment when we fail to

archive our objective. We did realize that working as a team is not simple as it sounds. But as a

spirit of a real team: “If the team wins, everybody wins. If the team fails, everybody learns”. We

consider our failure as a lesson so we can do it better in the next time.

From the experience working as a team, we know that teamwork bring many benefits for

not only VinaClean but also Ms. Tran and especially to the members of the team. I also had a

chance to interview some people about teamwork in different context, especially in military.

During the teamwork, we did have experience working in both leader and member position, learn

how to leading and supporting other people in the team. Any difficult situations or conflicts can

be solved with the trust and respect from each team members. Team member do not only

working together, we also need to spend to review our teamwork for the long term development

of the team

In a team, there are individuals and each individual are responsible for the effectiveness

and the successful of teamwork. Therefore, there is a need for reviewing the work performance

of each member. The feedback for each members can comes from their manager or even come

from outside of the team. But the peer-evaluation will be the most effective way in term of cost

and effectiveness as well as the accuracy of the information. The process for assessment also

needs to be evaluated and improved overtime.

Building an effective team can be challenging for both team members and the company

but the benefits of a real team are definitely worth the money and time it take.

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Appendix

Team

member

Store Address Contact Agreed to

host

Comments

Nguyen Minh

Hang

TrungThanh

Dong Da

District

Van Tien Yes

AnhHoa ThanhHuyen Yes

Nhungxinh NhanChinh No Unsuitable

with

decoration of

stores

Mot haiba Thanh Tung Yes

Chang Chang Huyen No Require

confirmation

from

authorities

Ha shop Bich Ngoc Yes

MeoMeo Chi Mai No Require

money

Dino Phuong Linh No

Maxim HuyenTrang Yes

ABC Thu Ha No

Le Yen Nga

Hoang Hoa

Hoan Kiem

District

Minh Hoang Yes Require

money

Nha Chung Minh Yes

F&U Tien Yes

Tuan Vuong Vuong No

HuyenLuong XuanLuong Yes Require

money

Hang Hang Ngoc Dung No

Yen Hoang Quang Thinh No Require

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confirmation

from

authorities

Mother Hai Nam Yes

Baby Manh Hung No

Yen Hoa Quynh Chi Yes

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