Desing Thinking for Innovation

John Rivera

September 2020

Learning Launch –  Operational continuity cleaning companies COVID19    Challenge    I am part of the Commercial and Operations team of my organization and they assigned me  as a new challenge, to be able to control and verify that all the cleaning companies that  work in each of our department stores use the protocols and products authorized for  operational continuity product of the COVID19.  Our objective was to control all these activities of the 46 stores throughout the country in  less than 30 days, since this depended on the operational continuity of each of the stores.    Selection    Within the team, we had already generated systems to control various activities in the  stores, so we had the ability to turn a new idea into a prototype to be used in the stores.    Application    For the learning launch, we looked for the activities that we should control in the cleaning  companies of the stores and see in this way how we could control this daily and remotely.  Since we had little time, we began to gather what were the specific tasks indicated by the  COVID19 hygiene security protocols and see how to apply them within a daily checklist.  Given this, we began to collect the information of the companies that worked in each of the  stores, hired personnel, shifts, authorized materials, cleaning frequency and also find who  was the person who would control all these points in the stores.  At the same time, we began to ask the store teams what were the main problems they had  with these companies and where they saw all the opportunities to improve the service.  After all this we put together all the information we collect and put together an operational  control checklist so that it can be used daily in stores.  First we started using an online form that we had (Forms) and we sent it to 4 stores to start  testing the prototype. After several days of testing, we asked the stores for feedback and  we made the corresponding improvements to the Checklist, but we had pending on our part  how to make the collection of information more efficient and have automatic reports, so  we would not have to spend a lot of time in the generation of reports and those hours we  would use to focus on the quality of service in stores.  Given this, we spoke with a provider with whom we were beginning to apply activity in their  Online APP and we asked them to upload our checklist on their platform.  So for our second delivery we already had the new checklist already loaded in the supplier's  APP, so we launched it to all stores in the country.  And we were also able to start seeing the results of the checklists online on a daily basis and  it helped us improve decision-making, which today has allowed us to have all stores over  95% compliance with the COVID19 protocols.

Desing Thinking for Innovation

John Rivera

September 2020

Insight    By applying the learning launch, the team began to generate various activities in order to  identify more opportunities to improve the service and how to support the stores more.  When we began to see the results, we began to meet with each of the companies and with  the stores, to see where the gaps were occurring and begin to generate a joint plan in order  to maintain the operational continuity of the business.  The activities in the stores were prioritized, all shifts were reviewed and greater  communication was established between both parties.  Given everything we did in such a short time, it helped us a lot to raise the information of  the customers and the service provider, since it gave us a much broader look and we were  able to be more effective when solving the problem, so we I generate learning and that we  must execute more prototypes before delivering the solution of the problems.      Approach    Given the large number of projects and activities that we have as a team, clearly the learning  launch helped us to organize and be more agile to find a solution that really serves the  clients and also in a shorter implementation time, since we take variables that we did not  have before and which accelerated the improvement of the project.  I think that given the times we are living in and the need we have, a way to find quick  solutions with and much more tailored is through the Learning Launch.


Desing Thinking for Innovation John Rivera September 2020 Learning Launch – Operational continuity cleaning companies COVID19 Challenge I am part of the Commercial and Operations team of my organization and they assigned me as a new challenge , to be able to control and verify that all the cleaning companies that work in each of our department stores use the protocols and products authorized for operational continuity product of the COVID19 . Our objective was to control all these activities of the 46 stores throughout the country in less than 30 days , since this depended on the operational continuity of each of the stores . Selection Within the team , we had already generated systems to control various activities in the stores , so we had the ability to turn a new idea into a prototype to be used in the stores . Application For the learning launch , we looked for the activities that we should control in the cleaning companies of the stores and see in this way how we could control this daily and remotely . Since we had little time , we began to gather what were the specific tasks indicated by the COVID19 hygiene security protocols and see how to apply them within a daily checklist . Given this , we began to collect the information of the companies that worked in each of the stores , hired personnel , shifts , authorized materials , cleaning frequency and also find who was the person who would control all these points in the stores . At the same time , we began to ask the store teams what were the main problems they had with these companies and where they saw all the opportunities to improve the service . After all this we put together all the information we collect and put together an operational control checklist so that it can be used daily in stores . First we started using an online form that we had ( Forms ) and we sent it to 4 stores to start testing the prototype . After several days of testing , we asked the stores for feedback and we made the corresponding improvements to the Checklist , but we had pending on our part how to make the collection of information more efficient and have automatic reports , so we would not have to spend a lot of time in the generation of reports and those hours we would use to focus on the quality of service in stores . Given this , we spoke with a provider with whom we were beginning to apply activity in their Online APP and we asked them to upload our checklist on their platform . So for our second delivery we already had the new checklist already loaded in the supplier 's APP , so we launched it to all stores in the country . And we were also able to start seeing the results of the checklists online on a daily basis and it helped us improve decision - making , which today has allowed us to have all stores over 95 % compliance with the COVID19 protocols . Desing Thinking for Innovation John Rivera September 2020 Insight By applying the learning launch , the team began to generate various activities in order to identify more opportunities to improve the service and how to support the stores more . When we began to see the results , we began to meet with each of the companies and with the stores , to see where the gaps were occurring and begin to generate a joint plan in order to maintain the operational continuity of the business . The activities in the stores were prioritized , all shifts were reviewed and greater communication was established between both parties . Given everything we did in such a short time , it helped us a lot to raise the information of the customers and the service provider , since it gave us a much broader look and we were able to be more effective when solving the problem , so we I generate learning and that we must execute more prototypes before delivering the solution of the problems . Approach Given the large number of projects and activities that we have as a team , clearly the learning launch helped us to organize and be more agile to find a solution that really serves the clients and also in a shorter implementation time , since we take variables that we did not have before and which accelerated the improvement of the project . I think that given the times we are living in and the need we have , a way to find quick solutions with and much more tailored is through the Learning Launch .