Author: Javier Castellanos

Visualization Tool

Challenge

Earlier this year, as part of a course of Problem-Solving Methodologies that we take in college, we  were required to develop a project aimed at solving a soft problem in any kind of business or  company. A soft problem is not related to problems like productivity of a manufacturing process o  reducing costs from certain department, but it is a problem that aims to solve issues related to  interpersonal relations among workers, or even with customers. We found a local clinical analysis  laboratory that let us help them to deal with the increasing customer complaints that they were  receiving, so the laboratory’s director told us to aim our project in improving the experience of the  customer through the process that they have to go through to receive their service, since they make  the appointment until they receive their results.

Selection

When started analyzing the information that the laboratory gave us about their processes, how they  measured satisfaction and even how the organization was structured, we realized that we had a lot  of information to analyze and many stakeholders whose opinion was important and had to be taken  into account, such as the customers, the customer service department, the chemical analysis  department, and also the middle and top management. So, to understand their perspective of the  problem, we interviewed many people from all the different areas involved, and after we gathered  all the information about the interests and concerns of each of the stakeholders, we developed a  visual representation of the process using a tool called Rich Picture, which is basically using drawings  to graphically identify how a process flow, considering the physical route that the people follows  and also how the information moves through the different steps of the process and across the  departments

Application

First, we drew the first sketch of the rich picture to have a better perspective of the information that  we got from the historical data and the interviews to understand how the departments were  interconnected, which were their activities that were actually adding value to the customer and how  the information flowed through each area. Them we had a meeting with the stakeholders to show  them the sketch and explain the main issues that we found in it, so that they could give us some  feedback about it, to effectively correct mistakes and create a final sketch that we could use to  identify opportunities in the process. I think that applying this tool was great to start the project and  for the stakeholders, because in a visual way we communicated our perspective of the process more  effectively than just giving them an oral explanation of our findings, and that inspired them to give  ideas of how the process could be improved to increase the customer satisfaction with the process.

Insights

Applying this visualization tool (rich picture), we were able to have a broader perspective of the  problem and suddenly the scope of the project increased because many other problems arose that  were not directly related with how the customer was treated during the process, but also on how  the information flowed across the different departments, having a lot of delays that caused a large  lead time for the results to be sent to the customer, which at the end caused customer’s  dissatisfaction. Also, as the drawings also facilitated the stakeholders understanding of the problem,  the meeting was so productive because it became a brainstorming session in which they provided  very useful ideas and potential solutions to the problem, and we were able to use that information  for further analysis, using other useful tools, such as affinity diagrams and prioritization matrix.

Approach

In my opinion, applying visualization tools is very useful for mapping processes and to identify  opportunities to improve, and as we perceived during the project, it helped other people to  understand our perspective of the situation and inspired them to share their thoughts. But, if I an  opportunity in the future to do a project with similar characteristics, I would use the journey  mapping tool to follow the process from the client’s perspective, to better understand their reality  and the problems that they may have while passing through the different steps of the process,  because this could lead to better insights about the pain points and needs of the customers and to  the generation of better ideas to solve them.


Author : Javier Castellanos Visualization Tool Challenge Earlier this year , as part of a course of Problem - Solving Methodologies that we take in college , we were required to develop a project aimed at solving a soft problem in any kind of business or company . A soft problem is not related to problems like productivity of a manufacturing process o reducing costs from certain department , but it is a problem that aims to solve issues related to interpersonal relations among workers , or even with customers . We found a local clinical analysis laboratory that let us help them to deal with the increasing customer complaints that they were receiving , so the laboratory ’s director told us to aim our project in improving the experience of the customer through the process that they have to go through to receive their service , since they make the appointment until they receive their results . Selection When started analyzing the information that the laboratory gave us about their processes , how they measured satisfaction and even how the organization was structured , we realized that we had a lot of information to analyze and many stakeholders whose opinion was important and had to be taken into account , such as the customers , the customer service department , the chemical analysis department , and also the middle and top management . So , to understand their perspective of the problem , we interviewed many people from all the different areas involved , and after we gathered all the information about the interests and concerns of each of the stakeholders , we developed a visual representation of the process using a tool called Rich Picture , which is basically using drawings to graphically identify how a process flow , considering the physical route that the people follows and also how the information moves through the different steps of the process and across the departments Application First , we drew the first sketch of the rich picture to have a better perspective of the information that we got from the historical data and the interviews to understand how the departments were interconnected , which were their activities that were actually adding value to the customer and how the information flowed through each area . Them we had a meeting with the stakeholders to show them the sketch and explain the main issues that we found in it , so that they could give us some feedback about it , to effectively correct mistakes and create a final sketch that we could use to identify opportunities in the process . I think that applying this tool was great to start the project and for the stakeholders , because in a visual way we communicated our perspective of the process more effectively than just giving them an oral explanation of our findings , and that inspired them to give ideas of how the process could be improved to increase the customer satisfaction with the process . Insights Applying this visualization tool ( rich picture ) , we were able to have a broader perspective of the problem and suddenly the scope of the project increased because many other problems arose that were not directly related with how the customer was treated during the process , but also on how the information flowed across the different departments , having a lot of delays that caused a large lead time for the results to be sent to the customer , which at the end caused customer ’s dissatisfaction . Also , as the drawings also facilitated the stakeholders understanding of the problem , the meeting was so productive because it became a brainstorming session in which they provided very useful ideas and potential solutions to the problem , and we were able to use that information for further analysis , using other useful tools , such as affinity diagrams and prioritization matrix . Approach In my opinion , applying visualization tools is very useful for mapping processes and to identify opportunities to improve , and as we perceived during the project , it helped other people to understand our perspective of the situation and inspired them to share their thoughts . But , if I an opportunity in the future to do a project with similar characteristics , I would use the journey mapping tool to follow the process from the client ’s perspective , to better understand their reality and the problems that they may have while passing through the different steps of the process , because this could lead to better insights about the pain points and needs of the customers and to the generation of better ideas to solve them .