Challenge & Selection

I work in the energy industry in the area of billing. We have many different customers who  send us their electricity consumption. Sometimes digital, sometimes by letter or phone, or  sometimes we send employees over to read the electricity meter. It is a multitude of linear  and rigid processes. Customers can be industrial customers, families or older people who can  hardly hear or move. We need the correct data from all these customers as quickly as  possible. Unfortunately, this often doesn't work. Delays, incorrect readings, incorrect  invoices occur or communication fails. In order to modernize this entire accounting process,  you first need a deep and comprehensive understanding of the problem. Which customer  groups have which problems where? When? Which process steps can you revise? What are  the customers' needs?

First of all, the entire process must be recorded here. With all the steps and customers. An  overview is required to define the relationships and interfaces. That is why the visualization  tool is used here. The customer groups and their relationships and the associated problems  and needs are identified here using diagrams, mind maps and post-actual customers and  arrows.

Application

To understand where the problems lie and where the customers' needs are, I paint the  entire process on the board. The beginning is a small drawing of an electricity meter. The  various customer groups are already divided here with arrows. Household customers (single,  family, pensioners), industry and trade. Various arrows lead to the absence here. This takes  care of the readings, which in turn come to us for billing. Two columns are created under  each intersection and each customer group. One for the problem, one for the need.

In order to record the problems and needs, we evaluate and enter objective data from error  messages and complaints. We also interview various customer groups by email and phone.  So that we can get a better insight into each other and people are in the foreground, we  invite two people from each customer group, from the reading team and from the  accounting team. We discuss and brainstorm together. Every problem and every need is  worked out and glued to the blackboard by post-it. So we slowly recognize where most  problems occur in the process. Visualizing keeps the mind on the go. We recognize even the  smallest problems. Because we work together as a team with all those affected, the  problems are usually too deeply human. We then sit down, give us feedback and ultimately  evaluate everything.

Insight & Approach

I have learned that working in teams with post-actuals and small graphics and arrows and  the associated discussions is very useful in order to assign problems to the individual process  steps. Here you can quickly see clusters. You learn where and when which problem occurs.  We get a comprehensive picture of the entire process. This insight from different sides was  necessary to define the problem area and to uncover the needs. Next time I would also use  photos and videos. The customers can document their paths and processes on the picture. A  problem that often came was the missing assignment of an electricity meter to the right  customer. There are often several meters at the location. But which one fits which  customer? We have discussed that it makes sense to renew the arrangement and design of  the electricity meter. Images would have been more suitable for this.


Challenge & Selection I work in the energy industry in the area of billing . We have many different customers who send us their electricity consumption . Sometimes digital , sometimes by letter or phone , or sometimes we send employees over to read the electricity meter . It is a multitude of linear and rigid processes . Customers can be industrial customers , families or older people who can hardly hear or move . We need the correct data from all these customers as quickly as possible . Unfortunately , this often does n't work . Delays , incorrect readings , incorrect invoices occur or communication fails . In order to modernize this entire accounting process , you first need a deep and comprehensive understanding of the problem . Which customer groups have which problems where ? When ? Which process steps can you revise ? What are the customers ' needs ? First of all , the entire process must be recorded here . With all the steps and customers . An overview is required to define the relationships and interfaces . That is why the visualization tool is used here . The customer groups and their relationships and the associated problems and needs are identified here using diagrams , mind maps and post - actual customers and arrows . Application To understand where the problems lie and where the customers ' needs are , I paint the entire process on the board . The beginning is a small drawing of an electricity meter . The various customer groups are already divided here with arrows . Household customers ( single , family , pensioners ) , industry and trade . Various arrows lead to the absence here . This takes care of the readings , which in turn come to us for billing . Two columns are created under each intersection and each customer group . One for the problem , one for the need . In order to record the problems and needs , we evaluate and enter objective data from error messages and complaints . We also interview various customer groups by email and phone . So that we can get a better insight into each other and people are in the foreground , we invite two people from each customer group , from the reading team and from the accounting team . We discuss and brainstorm together . Every problem and every need is worked out and glued to the blackboard by post - it . So we slowly recognize where most problems occur in the process . Visualizing keeps the mind on the go . We recognize even the smallest problems . Because we work together as a team with all those affected , the problems are usually too deeply human . We then sit down , give us feedback and ultimately evaluate everything . Insight & Approach I have learned that working in teams with post - actuals and small graphics and arrows and the associated discussions is very useful in order to assign problems to the individual process steps . Here you can quickly see clusters . You learn where and when which problem occurs . We get a comprehensive picture of the entire process . This insight from different sides was necessary to define the problem area and to uncover the needs . Next time I would also use photos and videos . The customers can document their paths and processes on the picture . A problem that often came was the missing assignment of an electricity meter to the right customer . There are often several meters at the location . But which one fits which customer ? We have discussed that it makes sense to renew the arrangement and design of the electricity meter . Images would have been more suitable for this .