LEARNING LAUNCH    CHALLENGE    As part of the plan for innovation. The Organisation's Quality Department where I am a  member of was given a task to revise the Quality Framework and to streamline our work  process to ensure that frontliners are compliant to the guidelines while maintaining the  quality of work and at the same time meeting all the metrics towards customer satisfaction.    The project scope includes, 10 Quality Analysts, 10 Team leaders and 250 Frontliners, this  should be accomplished not longer than 20 business days,given the limitations/constraints  (e.g employee time,shrinkage, budget etc.) Our goal is to focus on improvement of the  quality scores, make the process seamless,come up with the new framework,conduct  special trainings, and more considering the current workflow as ineffective.    SELECTION    For us to be ready, our team went through some activities about design thinking to test and  try the learning launch tool.    APPLICATION    We focus on the structure of tasks, revising quality framework, streamlining the processes to  make it more efficient, simpler, and faster. By looking into this we determined that the  structure itself is the reason of the difficulties meeting the requirements.  Our team went through 24 hours trainings to restructure tasks in a systematic way, amend  quality framework and study agents behaviour towards work. The document with the details  of the new process should be submitted not later than 2 wks. On the next learning launch,  we've focused on the main priorities, by conducting a survey, because of this we gained  clarity in our tasks and priorities, then we started training the frontliners of the new  framework and processes.    INSIGHT    In doing the Learning launch tool, our team identified the cause of Frontliners failure in  meeting the standard and the reason of unable to achieve customers satisfaction. By having  a brainstorming among the groups we found the most effective approach, some issues and  concerns that could arise were brought up that we need to look into so we can be ready on  how to best handle it when it occurs.    APPROACH    I think what we could make differently is to do experimentation, now a days most of us are  becoming impatience and tend to rush to get into a solution without having the time to fully  understand the whole picture. For me it is best to dig deep more on the root causes of the  issue to see the most essential part that we tend to miss sometimes. We can have more

discussion about ideas after the frontliners tried out and evaluated the new procedure before  implementing. Inviting employees who has first hand experience on the work itself, will lead  to a discovery as it unfolds.

