Reflection- Mind Mapping

Challenge

I was a part of the escalation teams for one of the leading bank, we often used to get escalation from  customer about the payments being overcharged, we charging them early repayment charge  incorrectly, their rate not been switched as per request. With current pandemic scenario it become  imperative for us to review this and get back to the customer within a couple of hours since it was  already difficult for them to manage the finances. The Turnaround Time was very stringent, and the  number of escalations was high which resulted in extended Turnaround time which also resulted in poor  customer experience and in decline in NPS. The escalation team was disheartened since they were  unable to go back to the customer within the agreed timeline.

Selection

We have selected mind mapping tool for this process to understand in detail in terms of where the gap  is and what is causing for us to delay the timelines. We tried to understand the escalation team  perspective and also looked at this from a customer lens. We mapped the entire journey of the  escalation process using mind mapping technique as how it arrives where it is moved, where is the  dependency, how many branches it moved further and with all those challenges what will be the ideal  Turn around time we can promise the customer. Mind mapping tool also will help us to understand  visually which cross function is taking a lot of time to resolve the problem

Application

We applied mind mapping tool and mapped the entire “What If” journey of a customer, we looked at all  possible ways, spoke to all departments who are involved in resolving the escalation, This gave us a  broader view of current reality of the process and the gaps. This visual, creative tool helped us not to  understand the current reality but also to draw a picture of “What If” process. We also understood why  these escalations are even coming in the first place. Mind mapping tool helped us to realize the core  underlying issues when we started mapping it to multiple branches.

Insights & Approach

The creative, visual tool really helped us to understand a lot of gaps, and what an end customer would  need to go through do to all these gaps. It also helped us to see different criteria like People issue,  Process Issue, Policy issue, System issues, the number of handoffs internally which delayed the  escalation process, the number of misses from people which caused the escalation in first place, the  legacy process which was designed that way and the system issue where some rate changes are not  reflecting and the correct payments reflecting within the system. Mind mapping really helped us to  understand the current reality and how severe is the gap and the impact and severe to the end  customer.

Post identifying all these gaps we looked at “What WOWs” and What Works” and we went back to  Technology team and fixed the system issue, we redefined the process and shared the revised  procedure with people, we created videos to educate our people working in the team, we also cross  trained people to ensure minimal or no handoff to ensure the escalation turnover time is as per the

agreed one with customers.  We also created visual presentation of current process and shared with the  team every fortnightly to ensure minimal or Zero quality errors. We closely tracked the customer  complaints and NPS post implementing these changes to see if we need to look an enhancing our  current ‘What is” method.


Reflection- Mind Mapping Challenge I was a part of the escalation teams for one of the leading bank , we often used to get escalation from customer about the payments being overcharged , we charging them early repayment charge incorrectly , their rate not been switched as per request . With current pandemic scenario it become imperative for us to review this and get back to the customer within a couple of hours since it was already difficult for them to manage the finances . The Turnaround Time was very stringent , and the number of escalations was high which resulted in extended Turnaround time which also resulted in poor customer experience and in decline in NPS . The escalation team was disheartened since they were unable to go back to the customer within the agreed timeline . Selection We have selected mind mapping tool for this process to understand in detail in terms of where the gap is and what is causing for us to delay the timelines . We tried to understand the escalation team perspective and also looked at this from a customer lens . We mapped the entire journey of the escalation process using mind mapping technique as how it arrives where it is moved , where is the dependency , how many branches it moved further and with all those challenges what will be the ideal Turn around time we can promise the customer . Mind mapping tool also will help us to understand visually which cross function is taking a lot of time to resolve the problem Application We applied mind mapping tool and mapped the entire “ What If ” journey of a customer , we looked at all possible ways , spoke to all departments who are involved in resolving the escalation , This gave us a broader view of current reality of the process and the gaps . This visual , creative tool helped us not to understand the current reality but also to draw a picture of “ What If ” process . We also understood why these escalations are even coming in the first place . Mind mapping tool helped us to realize the core underlying issues when we started mapping it to multiple branches . Insights & Approach The creative , visual tool really helped us to understand a lot of gaps , and what an end customer would need to go through do to all these gaps . It also helped us to see different criteria like People issue , Process Issue , Policy issue , System issues , the number of handoffs internally which delayed the escalation process , the number of misses from people which caused the escalation in first place , the legacy process which was designed that way and the system issue where some rate changes are not reflecting and the correct payments reflecting within the system . Mind mapping really helped us to understand the current reality and how severe is the gap and the impact and severe to the end customer . Post identifying all these gaps we looked at “ What WOWs ” and What Works ” and we went back to Technology team and fixed the system issue , we redefined the process and shared the revised procedure with people , we created videos to educate our people working in the team , we also cross trained people to ensure minimal or no handoff to ensure the escalation turnover time is as per the agreed one with customers . We also created visual presentation of current process and shared with the team every fortnightly to ensure minimal or Zero quality errors . We closely tracked the customer complaints and NPS post implementing these changes to see if we need to look an enhancing our current ‘ What is ” method .