Challenge

I’m a member of a big healthcare/Medical company and my/our challenge is to improve the product  complaint process.

We usually use a Template form for complaints that needs to be filled by the customer manually for  each case.

This can lead to:

1. “Incomplete and inaccurate information”, Recording some of the information manually or  leaving out relevant details obstruct effective complaint resolution. It also leads to multiple calls  with customer asking for missing information which can cause a dissatisfaction to the customer  and patient as well as delays in the whole processes.

2. “Delay in the resolution process”, the lengthy Lead Time in solving complaints which can take  weeks or even months from receipt due to the involvement of many stakeholders in this process  internal/External such as customer, patient, sales representative, and business support.

Conclusion, is always getting negative feedbacks due to the long lead time for complaints  closure and which is impacting negatively as well our customer satisfaction

Selection

Our team is ready to try the learning launching tool as it is an experiment meant to be tested quickly.

Application

By using the learning launch tool, our first launch is to focus on making the process much easier and  agile.

We decide to create a digital form on our company’s website to let the customer have the availability to  access this form and submit it digitally with the mandatory information.

These digital templates will go directly to the business support to get the proper approvals once  received. This will make the process much easier and faster and will minimize the cycle lead time to  avoid customer dissatisfaction.

Our second launch is to test the digital form and see how the customers will interact with these forms.

The main purpose from this second prototype was to find out if it’s easy to apply. Our priority was to  ensure that the customers can use the new form.

Insight

By applying the learning launch tool, helped our team to identify our assumptions by testing it.

We are expecting a great result that will simplify our process and to be transferred directly to the  concerned person in a timely manner also in a proper way.

By this process also we realized that the customers were more comfortable with the new digital form.

Moving forward our business will focus on human centered design to improve our services.

Approach

The learning launch tool and Automation are the most effective, appropriate, and ideal way of  approaching and implementing solutions.

Our team should reflect the two launches insight gained to a compelling solution.


Challenge I ’m a member of a big healthcare / Medical company and my / our challenge is to improve the product complaint process . We usually use a Template form for complaints that needs to be filled by the customer manually for each case . This can lead to : 1 . “ Incomplete and inaccurate information ” , Recording some of the information manually or leaving out relevant details obstruct effective complaint resolution . It also leads to multiple calls with customer asking for missing information which can cause a dissatisfaction to the customer and patient as well as delays in the whole processes . 2 . “ Delay in the resolution process ” , the lengthy Lead Time in solving complaints which can take weeks or even months from receipt due to the involvement of many stakeholders in this process internal / External such as customer , patient , sales representative , and business support . Conclusion , is always getting negative feedbacks due to the long lead time for complaints closure and which is impacting negatively as well our customer satisfaction Selection Our team is ready to try the learning launching tool as it is an experiment meant to be tested quickly . Application By using the learning launch tool , our first launch is to focus on making the process much easier and agile . We decide to create a digital form on our company ’s website to let the customer have the availability to access this form and submit it digitally with the mandatory information . These digital templates will go directly to the business support to get the proper approvals once received . This will make the process much easier and faster and will minimize the cycle lead time to avoid customer dissatisfaction . Our second launch is to test the digital form and see how the customers will interact with these forms . The main purpose from this second prototype was to find out if it ’s easy to apply . Our priority was to ensure that the customers can use the new form . Insight By applying the learning launch tool , helped our team to identify our assumptions by testing it . We are expecting a great result that will simplify our process and to be transferred directly to the concerned person in a timely manner also in a proper way . By this process also we realized that the customers were more comfortable with the new digital form . Moving forward our business will focus on human centered design to improve our services . Approach The learning launch tool and Automation are the most effective , appropriate , and ideal way of approaching and implementing solutions . Our team should reflect the two launches insight gained to a compelling solution .