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The Facilitation Impact Awards (FIA) honours organisations that have used facilitation to achieve a measurable and positive impact as well as the facilitator(s) who worked with them. More about FIA. 

Gold award
Houston, United States

Improving the quality of Transport and Handling Instructions


The improved Transport and Handling Instruction template resulted in estimated savings of $1 million per year from reduced engineering hours.

Feedback from truck drivers was very positive:

  • they could read and understand the new instructions in 50% of the time it took to read the old ones
  • the instructions consistently contained all the needed information.

Context and challenges

Engineers write Transport and Handling Instructions to describe how to transport and handle large pieces of equipment without damaging it. The end users of the instructions—truck drivers and crane operators—said the existing instructions were difficult to follow, contained lots of useless information and sometimes omitted the information necessary to load the equipment.

It was imperative to incorporate this feedback and dramatically change the way engineers wrote Transport and Handling Instructions.

Project objectives

The goals of the project were to:

  1. Improve the quality of Transport and Handling Instructions.
  2. Decrease the amount of time spent writing Transport and Handling Instructions.


A charter was written to form a new team charged with designing and implementing an improved Transport and Handling Instruction template.

A facilitator was brought in to walk the team through the different stages of the project in a series of facilitated face-to-face and virtual events.

The team:

  • Brainstormed and negotiated the requirements of a Transport and Handling Instruction based on feedback from the truck drivers and engineers.
  • Tested the clarity of those requirements to ensure engineers could understand them.
  • Wrote a new template that would ensure that engineers provided all the information necessary for drivers.
  • Tested the new template to make sure it worked properly and made small improvements based on feedback.