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[Tapez ici]

Castillo Marie

Tool selected : Mind map

In introduction, as I’m a French guy, sorry in advance for my poor English J.    Challenge :   For a French car manufacturer, I was involved in a large transformation program mains to  improve the customer satisfaction. One of the Customer survey outputs indicates that a  majority of Customers considers they waste time when they come in a Dealership workshop  to repair their cars. They said that 15 mn to drop the car off is acceptable but not more. 15mn  appeared like a very short time because an after sales advisor needs to controls many points  on the vehicle, write a repair order, edit it, sign off with the customer, etc…  So, we have to solve the problem “How to welcome a customer in 15 mn when he comes in a  workshop to repair his car?”.     Selection  As I learned thanks to Lean management methodology, the best way to find out the best  insights to solve this type of problem, is to work with people who are doing the job. So, we  have decided, with the project team to animate a workshop with 12 after-sales managers,   after sales advisors and back office people. 12 people seemed to be a good number because  it was significant of the 20 people who worked in the after sales team from the dealership we  have selected to make this exercise. We were 3 consultants that seemed enough to animate  the group.   We have decided to apply the Mind Map tool because the goal was to have a clear view of the  reality of the challenge we had to tackle and find out the right conditions our design solution  will have to satisfy, in order to solve the problem.    Application  So, we have scheduled a 3 hours workshop with these 12 people and looking for a large  meeting room to welcome on the wall, all the brown papers we will need!  To prepare the room, we have written on brown papers, all the insights collected with the  customers surveys and interviews managed by the project teams during the last 3 weeks.  Every brown paper has been attached on the walls.  To start the workshop, the project team has explained, during 15 mn, what the problem to  solve was and why it was important to solve it in this transformation program.  During 15 mn, we have explained the goal, the methodology and the timing of this workshop.    Afterwards, the attendees have read every brown paper and noted on yellow sticky notes  their ideas, information, constraints or needs regarding the Customers information collected.  This step lasted 30 mn. Our consultant role was to challenge the attendees to avoid the yellow  stick notes display impressions or feeling but real insights only. We have used the 5 why tool  to go deeper when necessary.  For the next steps we have split the attendees in 4 groups and ask to them to share their sticky  notes and try to cluster them in main insights (the “inside statement” as explained by Marian  Moore in the video). These main insight are written on blue stick notes and attached on a new  brown paper. The yellow stick notes related to each main insight are gathered just below the

[Tapez ici]

[Tapez ici]

blue one. One more time, the consultant role was to be sure that the blue stick notes capture  a real insight and not just a feeling.  The last steps has been to gather the 4 groups with their own brown paper (with yellow and  blue stick notes) and share together all these outputs. The attendees have reorganized and  re-written some blue stick notes in order to gather more clearly the yellow stick notes. They  have connected the blue sticky notes between them when necessary.  Theses 2 latest steps have lasted 60 mn because a lot of time have been spent to share and  explain each main insight on the blue sticky notes.    Insight    The insight we gained has been very large because the mind map we had front of our eyes  was a complete graphic of very different views about the problem. For example, the groups  have noticed that they had to decided what kind of controls on the car have to be made in  attendance of the Customer and what controls can be made later when his is left, what the  tools the after-sales advisor needs to make a perfect Customer Welcome, etc…  Before to make this exercise with the mind map, the project team thought that the main  insights we had collected will be focused only on the speed to make the job but not on the  value for the Customer, as well.  Therefore, without applying the mind map, we would have missed the right criteria to solve  the problem.    Approach    The most difficult in this workshop in my context, was the phase where we have gathered the  4 groups. Because, all the attendees have lost spent a lot of time to understand the brown  paper of each group and rearrange the blue stick notes when 2 seemed the same insights.  I think, the next time, it’ll better to gather the 12 people together to cluster and write the blue  stick notes in order to save time.        Thank you!

