Classification: Internal

Challenge

I recently moved to a new role in the Back office of IIM Udaipur (Delivery Manager – Customer  Experience) to a new team (Plasticoin – Customer Experience) hence I’m still adjusting on my  stakeholders and as well my team members. One challenge that I have received when I have joined  the team is how we can ensure we maintain the Net Promoter Score to the positive side. For the past  years, it has been a struggle for the team to be on the positive side (-50 is the lowest NPS they  received), Customers are quite dissatisfied on the quality and the timeliness of resolution for their  issues. As we are in the back office, the only customer touch points that we have our thru emails and  documents we sent for their shipping.

Selection

As we already know the sentiments of our customers, I believe it is our time to be more agile and  leverage on the expertise of our people to address the customer pain points hence I have selected  the Learning Launch tool. This tool is designed to create a team that our so different with each other  but can give great ideas and test it as fast as they can. As our problem is focused on providing good  customer experience (correct and timely resolution of customer issues) I have referred to the video  of Christian Nagel, it inspires me to empower my leaders and my team members to create ideas and test  it in the actual customer interactions. As we generate Ideas, we have it tested within a time frame, so  we can immediately receive results or move on to new solutions without wasting so much time and  energy.

Application

We started the Learning Launch by identifying our problem statement, what are we trying to  accomplish? Then, we have identified three unique individuals from our team to work together to be  part of the core group of the project. So, the three individuals and one of my team leaders started to  gather some facts amongst their teams (as we don’t directly communicate to customer thru personal  touch points or calls). They have asked questions related to what their normal customer interactions  is look like, why they are sending those inquiries or problems, and so forth, is we have formulated  some ideas which we defined as OKR’s. We also have done some interviews with our local customer  service (those that are in the front line directly interacting with customers) and as well other Back office  peers (Finance, Operations, Sales, etc). Prior moving to the next week, we have agreed the timeline  for our first learning launch, timeline has been set, and all the necessary actions are listed down for  everyone’s reference. The first OKR or Learning Launch we had was a success, Before, our finance  team is struggling to give us timely visibility of amendment request as they are not comfortable on  using our current platform, one of the focal have done the Gemba and suggest solutions to their  concerns, Now, we have seen downward trend on emails that are sent by our Finance team, we are  able to issue the invoice to our customer faster and accurately.

Insight

As I initially stated, there is a pushed to move the Net Promoter Score to the positive needle and  having to learn the Design Thinking concept, it made me more comfortable and positive that we can  deliver and maintain that result. The best example I can think of is how the Learning launch tool  enables my team to think outside of the box, and not be afraid of failing. There are so many good  ideas that we have but we are afraid to test it because we are afraid of failure. I have also learned  that when we used the Learning Launch, we are not required to do heavy research or root cause  analysis, we just need to have right amount of data and an open mind, so we can derive effective  solutions and ideas. Involving other parties and building good collaboration with them should also not  be that hard but should be looked as an opportunity to make it easier and empower them to deliver

Classification: Internal

the results we are aiming to. Overall, I can say that Design thinking not only changed me as a leader,  it also helps me, enable and trust the team I have and be assured that our ideas will never be wasted,  because we can have it stored and be our reference for future used. It is also very important that  some of the Learning launches might fail, but we should not be demotivated but take it as a learning  experienced.

Approach

As it is going to be a continuous journey, I will still use the Learning Launch tool as I see it as an  effective tool to provide good results with minimal cost impact, but I’d like to incorporate Story Telling  as well on to this challenge. The team is aware of our goal but how they are helping on making it  resolved is also very important as it gives them the sense of belongingness and keep them engaged  with the team and the company. I personally believe that an engaged individual is more productive  and can give us more learning launches and as well great customer experience.


Classification : Internal Challenge I recently moved to a new role in the Back office of IIM Udaipur ( Delivery Manager – Customer Experience ) to a new team ( Plasticoin – Customer Experience ) hence I ’m still adjusting on my stakeholders and as well my team members . One challenge that I have received when I have joined the team is how we can ensure we maintain the Net Promoter Score to the positive side . For the past years , it has been a struggle for the team to be on the positive side ( -50 is the lowest NPS they received ) , Customers are quite dissatisfied on the quality and the timeliness of resolution for their issues . As we are in the back office , the only customer touch points that we have our thru emails and documents we sent for their shipping . Selection As we already know the sentiments of our customers , I believe it is our time to be more agile and leverage on the expertise of our people to address the customer pain points hence I have selected the Learning Launch tool . This tool is designed to create a team that our so different with each other but can give great ideas and test it as fast as they can . As our problem is focused on providing good customer experience ( correct and timely resolution of customer issues ) I have referred to the video of Christian Nagel , it inspires me to empower my leaders and my team members to create ideas and test it in the actual customer interactions . As we generate Ideas , we have it tested within a time frame , so we can immediately receive results or move on to new solutions without wasting so much time and energy . Application We started the Learning Launch by identifying our problem statement , what are we trying to accomplish ? Then , we have identified three unique individuals from our team to work together to be part of the core group of the project . So , the three individuals and one of my team leaders started to gather some facts amongst their teams ( as we do n’t directly communicate to customer thru personal touch points or calls ) . They have asked questions related to what their normal customer interactions is look like , why they are sending those inquiries or problems , and so forth , is we have formulated some ideas which we defined as OKR ’s . We also have done some interviews with our local customer service ( those that are in the front line directly interacting with customers ) and as well other Back office peers ( Finance , Operations , Sales , etc ) . Prior moving to the next week , we have agreed the timeline for our first learning launch , timeline has been set , and all the necessary actions are listed down for everyone ’s reference . The first OKR or Learning Launch we had was a success , Before , our finance team is struggling to give us timely visibility of amendment request as they are not comfortable on using our current platform , one of the focal have done the Gemba and suggest solutions to their concerns , Now , we have seen downward trend on emails that are sent by our Finance team , we are able to issue the invoice to our customer faster and accurately . Insight As I initially stated , there is a pushed to move the Net Promoter Score to the positive needle and having to learn the Design Thinking concept , it made me more comfortable and positive that we can deliver and maintain that result . The best example I can think of is how the Learning launch tool enables my team to think outside of the box , and not be afraid of failing . There are so many good ideas that we have but we are afraid to test it because we are afraid of failure . I have also learned that when we used the Learning Launch , we are not required to do heavy research or root cause analysis , we just need to have right amount of data and an open mind , so we can derive effective solutions and ideas . Involving other parties and building good collaboration with them should also not be that hard but should be looked as an opportunity to make it easier and empower them to deliver Classification : Internal the results we are aiming to . Overall , I can say that Design thinking not only changed me as a leader , it also helps me , enable and trust the team I have and be assured that our ideas will never be wasted , because we can have it stored and be our reference for future used . It is also very important that some of the Learning launches might fail , but we should not be demotivated but take it as a learning experienced . Approach As it is going to be a continuous journey , I will still use the Learning Launch tool as I see it as an effective tool to provide good results with minimal cost impact , but I ’d like to incorporate Story Telling as well on to this challenge . The team is aware of our goal but how they are helping on making it resolved is also very important as it gives them the sense of belongingness and keep them engaged with the team and the company . I personally believe that an engaged individual is more productive and can give us more learning launches and as well great customer experience .