Challenge

The main challenge approached by this method is to solve a problem of communication  between departments: our company’s customer satisfaction is going under the 80%  (minimum acceptable), generally because information doesn’t flow the way it should  and people from different areas (like sales, production and quality) don’t know for sure  the correct schedule and dates of delivery.

Selection

The tool selected here was the learning launch, which consists of taking small  experiments testing new ideas directly in the market (or the situation itself), looking for  iterative feedback to improve and learn faster from mistakes.

Application

The main solution purposed here was a digital shared platform to exchange information  between areas, with no need of e-mailing or using another mean. In the beginning, it  sounded too much places to write down the same information, so the job was kind of  repetitive. With this feedback, a sketch of another digital solution that was sharing one  e-mail address with the main subjects of information for the customers (like delivery  dates, adjustment of quantity of requests) was shared between all the stakeholders,  providing quick response to customers’ demands and providing improving satisfaction  rates.

Insight

People from different sectors (or areas) tend to blame others for not delivering the ideal  service and product to the customers. By starting a sharing platform, even not  completely developed with all functionalities, even the most skeptical found that  information flowed faster and we were able to act faster in response to a change of  demand or a problem found in the midway.

Further, the customer satisfaction with the service provided raised to levels of 90%,  demonstrating that with better information flow, the better the service is provided to the  customer and guaranteeing its satisfaction.

Approach

In the next approach involving different areas, a mind mapping and drawing the future  state (visualization) before taking those learning launch tests are going to be more  appropriate, not just because of the skepticism by the older people, that tends to stick  with their way of working and solving the problems, but also to provide a better  visualization of the future state, that might help understanding and also new ideas that  may shape even better the already going tests.


Challenge The main challenge approached by this method is to solve a problem of communication between departments : our company ’s customer satisfaction is going under the 80 % ( minimum acceptable ) , generally because information does n’t flow the way it should and people from different areas ( like sales , production and quality ) do n’t know for sure the correct schedule and dates of delivery . Selection The tool selected here was the learning launch , which consists of taking small experiments testing new ideas directly in the market ( or the situation itself ) , looking for iterative feedback to improve and learn faster from mistakes . Application The main solution purposed here was a digital shared platform to exchange information between areas , with no need of e - mailing or using another mean . In the beginning , it sounded too much places to write down the same information , so the job was kind of repetitive . With this feedback , a sketch of another digital solution that was sharing one e - mail address with the main subjects of information for the customers ( like delivery dates , adjustment of quantity of requests ) was shared between all the stakeholders , providing quick response to customers ’ demands and providing improving satisfaction rates . Insight People from different sectors ( or areas ) tend to blame others for not delivering the ideal service and product to the customers . By starting a sharing platform , even not completely developed with all functionalities , even the most skeptical found that information flowed faster and we were able to act faster in response to a change of demand or a problem found in the midway . Further , the customer satisfaction with the service provided raised to levels of 90 % , demonstrating that with better information flow , the better the service is provided to the customer and guaranteeing its satisfaction . Approach In the next approach involving different areas , a mind mapping and drawing the future state ( visualization ) before taking those learning launch tests are going to be more appropriate , not just because of the skepticism by the older people , that tends to stick with their way of working and solving the problems , but also to provide a better visualization of the future state , that might help understanding and also new ideas that may shape even better the already going tests .