Reflection – Rawan Khan

Reflection – Visualization – Customer Ordering Process

Challenge

Working with a cross-functional team (Sales, Pricing, Operations), our challenge was to reduce the time  to provide a quote, proposal, contract and deliver the product to our customer. Through examining the  workflow the team worked to reduce non value added tasks and develop clarity in roles and  responsibilities. Baseline data collection occurred to determine the starting point of the length of time  from customer inquiry to product delivery.

Selection

The first tool used was visualization. Visualization provides a visual representation of the problem to  create a shared understanding among the team. In this case we used process mapping to gain a shared  understanding of the current state before diving into solutions. As discussed in the week one lectures,  this makes it concrete and easier to see the issues or problems.

Application

We started with a high level process created together by the cross-functional team.  Then we drilled  down into the details of the process by conducting one on one interviews with the functional owners of  each piece of the process. These process flows showed the pass offs between departments using a  cross-functional process flow (see example). In the process flows we also highlighted issues with  workflow including wait time, re-work due to errors, etc.  The high level flow also included the data  including the time from customer inquiry to proposal and from booking to delivery.

We then brought the team together to review the process flows and add to it.  This was valuable to the  team as they did not have an appreciation for what the other departments were doing.  The use of data  in the flow was very powerful as it gave a baseline indication of the size of the problem and opportunity  for improvement. The visualization tool also served as the foundation for brainstorming the issues and  categorizing the themes. This provided the team the insight of where to focus for idea generation.

Insight

I think that starting with a definition of “what is” by using a current state process map with the data to  augment it is a valuable tool. First, it provides the team with the “facts” of the problem. I have seen in  my experience that examining the gathered data, can send the team down a different path than  originally hypothesized.  Second, it provides a shared understanding of the problem for the team to rally  around. Seeing the information visually, rather than in words paints a picture of the problem that may  not be seen otherwise.

Approach

For the next project, I would like to model and draw the process from the customer’s perspective.  Understand their process to request and pick up the product, layering in their issues and problems. In  addition to process mapping, the visualization could also include video and photographs.  These

Reflection – Rawan Khan

additional artifacts could be used to determine patterns and themes to develop insights and solutions that  are customer focused.

Exhibit: Cross-functional Process Flow


Reflection – Rawan Khan Reflection – Visualization – Customer Ordering Process Challenge Working with a cross - functional team ( Sales , Pricing , Operations ) , our challenge was to reduce the time to provide a quote , proposal , contract and deliver the product to our customer . Through examining the workflow the team worked to reduce non value added tasks and develop clarity in roles and responsibilities . Baseline data collection occurred to determine the starting point of the length of time from customer inquiry to product delivery . Selection The first tool used was visualization . Visualization provides a visual representation of the problem to create a shared understanding among the team . In this case we used process mapping to gain a shared understanding of the current state before diving into solutions . As discussed in the week one lectures , this makes it concrete and easier to see the issues or problems . Application We started with a high level process created together by the cross - functional team . Then we drilled down into the details of the process by conducting one on one interviews with the functional owners of each piece of the process . These process flows showed the pass offs between departments using a cross - functional process flow ( see example ) . In the process flows we also highlighted issues with workflow including wait time , re - work due to errors , etc . The high level flow also included the data including the time from customer inquiry to proposal and from booking to delivery . We then brought the team together to review the process flows and add to it . This was valuable to the team as they did not have an appreciation for what the other departments were doing . The use of data in the flow was very powerful as it gave a baseline indication of the size of the problem and opportunity for improvement . The visualization tool also served as the foundation for brainstorming the issues and categorizing the themes . This provided the team the insight of where to focus for idea generation . Insight I think that starting with a definition of “ what is ” by using a current state process map with the data to augment it is a valuable tool . First , it provides the team with the “ facts ” of the problem . I have seen in my experience that examining the gathered data , can send the team down a different path than originally hypothesized . Second , it provides a shared understanding of the problem for the team to rally around . Seeing the information visually , rather than in words paints a picture of the problem that may not be seen otherwise . Approach For the next project , I would like to model and draw the process from the customer ’s perspective . Understand their process to request and pick up the product , layering in their issues and problems . In addition to process mapping , the visualization could also include video and photographs . These Reflection – Rawan Khan additional artifacts could be used to determine patterns and themes to develop insights and solutions that are customer focused . Exhibit : Cross - functional Process Flow