Reflection – Storytelling

Challenge  One of our division’s core processes, in the organization I am currently part of, is to conduct quality  internal audits to our restaurant operations. This is to ensure compliance to regulatory and statutory  requirement, as well as conformance to the organization’s quality management systems and existing SOPs  and guidelines. With the conduct of these audits, we can collect masses of data and information to analyze  and interpret. We do capture the VOC (voice of the customers) through the restaurant’s feedback  monitoring system and our internal customer satisfaction survey. But with the volume of these data,  comes our challenge to interpret and analyze these into something strategic, relevant, and timely for our  stakeholders to appreciate and something to derive top management directions from.     Selection  Our team has adapted and evolved over the years in the way we interpret and utilize our gathered data.  From heavily numbers report and statistics-focused analysis. The principle of storytelling in this design  thinking course is somehow similar to the emerging data storytelling. As taught in the module 2,  “Storytelling says it's not about the list of things we have to do, it's about the connection that we give to  people about a piece of information that we're trying to share. A good story at its essence, is simply  conveying a message that has logic.” Hence, choosing the principle to infuse our data analysis technique  would be a great tool.    Application   In the same manner with data storytelling, the audit scores and numbers in the audit reports and  spreadsheet will just tell us “what happened” but not the why. Thus, we need to connect and corelate the  data and weave the story behind the numbers. What is the story behind the numbers? They “why?”  behind the high / low results of customer satisfaction survey or even the increase or decrease of customer  feedback in our restaurant. And as the storytelling concludes, the “hows” will fold as part of the story.  “How can we address this issue? How can improve from here? How can we elevate customer’s  experience” and so on and so on.       Insight  With the use of the storytelling tool in our data processing, we were able to gather insights strategically.  The stories behind the numbers -the customer’s feedback , specifically what do the customers really trying  to say immensely help our organization in addressing and correcting issues as well as implementing  preventive measure to avoid recurrence. More importantly, with the customer’s stories, insights and  analyzed preference, we were able to effective drive continuous improvement project based on those  analysis.      Approach  In today’s fast-paced environment, organization needs to be fast, adept and agile thus, we are currently  looking to level up our data storytelling to data foresighting. From learning the stories, knowing the  customer’s want, need and preference, we are aiming to anticipate it and craft our organizational  strategies and management relevant directions based on those findings.


Reflection – Storytelling Challenge One of our division ’s core processes , in the organization I am currently part of , is to conduct quality internal audits to our restaurant operations . This is to ensure compliance to regulatory and statutory requirement , as well as conformance to the organization ’s quality management systems and existing SOPs and guidelines . With the conduct of these audits , we can collect masses of data and information to analyze and interpret . We do capture the VOC ( voice of the customers ) through the restaurant ’s feedback monitoring system and our internal customer satisfaction survey . But with the volume of these data , comes our challenge to interpret and analyze these into something strategic , relevant , and timely for our stakeholders to appreciate and something to derive top management directions from . Selection Our team has adapted and evolved over the years in the way we interpret and utilize our gathered data . From heavily numbers report and statistics - focused analysis . The principle of storytelling in this design thinking course is somehow similar to the emerging data storytelling . As taught in the module 2 , “ Storytelling says it 's not about the list of things we have to do , it 's about the connection that we give to people about a piece of information that we 're trying to share . A good story at its essence , is simply conveying a message that has logic . ” Hence , choosing the principle to infuse our data analysis technique would be a great tool . Application In the same manner with data storytelling , the audit scores and numbers in the audit reports and spreadsheet will just tell us “ what happened ” but not the why . Thus , we need to connect and corelate the data and weave the story behind the numbers . What is the story behind the numbers ? They “ why ? ” behind the high / low results of customer satisfaction survey or even the increase or decrease of customer feedback in our restaurant . And as the storytelling concludes , the “ how s ” will fold as part of the story . “ How can we address this issue ? How can improve from here ? How can we elevate customer ’s experience ” and so on and so on . Insight With the use of the storytelling tool in our data processing , we were able to gather insights strategically . The stories behind the numbers -the customer ’s feedback , specifically what do the customers really trying to say immensely help our organization in addressing and correcting issues as well as implementing preventive measure to avoid recurrence . More importantly , with the customer ’s stories , insights and analyzed preference , we were able to effective drive continuous improvement project based on those analysis . Approach In today ’s fast - paced environment , organization needs to be fast , adept and agile thus , we are currently looking to level up our data storytelling to data foresighting . From learning the stories , knowing the customer ’s want , need and preference , we are aiming to anticipate it and craft our organizational strategies and management relevant directions based on those findings .