Martina Mazzoleni, 2017

Reflection-Learning Launch

Challenge

I am a manager and owner of a small business startup and our biggest challenge is to improve process

flow through automation, to avoid delayed customer repairs, lost phones, storage management and staff

loyalty in order to ensure that our customers are satisfied and get back their phones property fixed within

a stipulated time and that our staff are loyal to business ethics. The business scope is composed of me as

the manager, two repairs department employees, a cashier and four sales ladies who will work together

towards the project objectives. The project will run for 60 business days including staff training and system

installation that will record a client’s phone on the system as it is received, recording the transfer of the

phone to the repair technician, tracking the phone repairs and informing the client and finally dispatching

the phone to the client and clearing it on the system. All department views and suggestions will be

considered as well as stakeholders suggestions, especially from clients.

Selection

As a new established business, we aim to try as many tools as possible that will lead to effectiveness and

efficiency of our business operations. Amongst the several design thinking tools we chose the learning

launch tools which tests an idea using a small sample, then from the feedback we get from staff and clients

we improve to do a full market launch.  We will be prioritizing key assumptions and analyzing the outcome

of the idea following the idea’s test results. This tool is more practical, affordable and offers real time

prototype feedback (Christian Friedrich, learning launch tool, week 4 materials 2017).

Application

Firstly, we focused on a procedural plan that maps out the business process. The main focus is to collect

as much information about a client’s device and its issues, date of collection, the staff member who

collected the phone upon receiving the phone with the aim of creating accurate client device data base.

This test the assumptions that devices were stolen because there was no proper record of whom received

the device. Our staff attended a week-long training about the recording process and business ethics to

ensure effectiveness of operations. Implementation of the learned skills took effect throughout a three-

week period with assessments of progress and staff feedback. We therefore expect staff to be more

enlightened on their work flow procedure.

Martina Mazzoleni, 2017

Furthermore, we focused on analyzing issues and possible solutions related to repair processes, dispatch,

clearance and after sales services of client’s devices. Hence, the analysis indicated that our main challenge

was is in the storage and repairs department which caused misplacements of phones. Our team suggested

various storage methods and research was conducted for two weeks to determine how competitors

manage their storage issues. The report of this research indicated that all suggestions were valid, but

priority had to be placed on ideas that are cheaper, faster to implement and lead to more efficiency.

Hence the storage system was based on months the phone is received.

Insight

The tool helped our business make decisions faster and applications more appropriate the to avoid errors

in assumption. It gave us competitive advantage over other small startups. We were able to develop

statements that identify what we aim to achieve and issues that need to be rectified. We stated

assumptions of activities that would lead to a successful outcomes and failures.  Amongst the various

assumptions we priorities on those that would have a major impact of growth or instability to the business

and therefore proceeded with implementation to test this assumption. Our results were quite

encouraging a we experience more customer returns and suggestions, efficiency in storage and locating

a phone after repairs. Hence, the learning launch provided a useful test that confirmed continuity of

implementing our idea.

Approach

As a startup business this tool has been effective in helping us develop creative solutions to our business

challenges. An alternative tool that we would use is the mind mapping tool where we will track our

performance, take corrective measures and map our way forward to achieve, growth of capabilities,

progress of operation work flow and solutions for sustainable efficiency and effectiveness of operations.


Martina Mazzoleni , 2017 Reflection - Learning Launch Challenge I am a manager and owner of a small business startup and our biggest challenge is to improve process flow through automation , to avoid delayed customer repairs , lost phones , storage management and staff loyalty in order to ensure that our customers are satisfied and get back their phones property fixed within a stipulated time and that our staff are loyal to business ethics . The business scope is composed of me as the manager , two repairs department employees , a cashier and four sales ladies who will work together towards the project objectives . The project will run for 60 business days including staff training and system installation that will record a client ’s phone on the system as it is received , recording the transfer of the phone to the repair technician , tracking the phone repairs and informing the client and finally dispatching the phone to the client and clearing it on the system . All department views and suggestions will be considered as well as stakeholders suggestions , especially from clients . Selection As a new established business , we aim to try as many tools as possible that will lead to effectiveness and efficiency of our business operations . Amongst the several design thinking tools we chose the learning launch tools which tests an idea using a small sample , then from the feedback we get from staff and clients we improve to do a full market launch . We will be prioritizing key assumptions and analyzing the outcome of the idea following the idea ’s test results . This tool is more practical , affordable and offers real time prototype feedback ( Christian Friedrich , learning launch tool , week 4 materials 2017 ) . Application Firstly , we focused on a procedural plan that maps out the business process . The main focus is to collect as much information about a client ’s device and its issues , date of collection , the staff member who collected the phone upon receiving the phone with the aim of creating accurate client device data base . This test the assumptions that devices were stolen because there was no proper record of whom received the device . Our staff attended a week - long training about the recording process and business ethics to ensure effectiveness of operations . Implementation of the learned skills took effect throughout a three- week period with assessments of progress and staff feedback . We therefore expect staff to be more enlightened on their work flow procedure . Martina Mazzoleni , 2017 Furthermore , we focused on analyzing issues and possible solutions related to repair processes , dispatch , clearance and after sales services of client ’s devices . Hence , the analysis indicated that our main challenge was is in the storage and repairs department which caused misplacements of phones . Our team suggested various storage methods and research was conducted for two weeks to determine how competitors manage their storage issues . The report of this research indicated that all suggestions were valid , but priority had to be placed on ideas that are cheaper , faster to implement and lead to more efficiency . Hence the storage system was based on months the phone is received . Insight The tool helped our business make decisions faster and applications more appropriate the to avoid errors in assumption . It gave us competitive advantage over other small startups . We were able to develop statements that identify what we aim to achieve and issues that need to be rectified . We stated assumptions of activities that would lead to a successful outcomes and failures . Amongst the various assumptions we priorities on those that would have a major impact of growth or instability to the business and therefore proceeded with implementation to test this assumption . Our results were quite encouraging a we experience more customer returns and suggestions , efficiency in storage and locating a phone after repairs . Hence , the learning launch provided a useful test that confirmed continuity of implementing our idea . Approach As a startup business this tool has been effective in helping us develop creative solutions to our business challenges . An alternative tool that we would use is the mind mapping tool where we will track our performance , take corrective measures and map our way forward to achieve , growth of capabilities , progress of operation work flow and solutions for sustainable efficiency and effectiveness of operations .