Challenge

We currently have a long and tedious process to resolve customer invoice queries. Invoices are  generated on the last day of the month but are to be paid by 15th of the next month before they are  considered late and are charged a late payment penalty. However, when there is an invoice query, we as  an organization are unable to provide a speedy response. Because of this, most customers with invoice  queries end up either paying their invoices late or paying their invoices before their queries are  resolved. The process of handling an invoicing query is:

customer speaks to the manager at the office. If the query cannot be resolved at the office-> the query  is sent to the accounts team who look at it -> customer service agent handles the response and a  response is then sent back to the customer.

Selection of tool

It became important for us to track multiple customer queries through the process to see where the  “constipation” occurs. Visualization helped us to see the journey of a query through the process. It  helped the three teams in the organization to see what the other team does when it has the query in  hand.

Application

We created three manila posters on the wall. They represented the office, accounts team, and the  customer service team. We introduced 4 different queries from one customer into the process and  observed how they moved around. Whilst the office and customer service teams had one stop, the  accounts team had more than one. A query could be moved to accounts receivables or accounts  payable. From those departments, it would go to a sub-department depending on if the query is about  billing, deposit query, or request for statement. We realized that the bottleneck was in the accounts  department. It was akin to a python swallowing the prey. The process took too long and teams and  clients outside the accounts department did not have a clear understanding of why or when a task  would be completed.

Insights & Approach

We realized that the office and customer service teams set high expectations of when a query would be  resolved. When this was communicated to the client, the client would hold the organization to those  expectations. We have now tasked the accounts team to come up with a work flow that gives a more  realistic timeframe for sorting out customer queries.

Whilst doing the exercise, we realized that we were lacking a client’s view of the process. It was agreed  that we need to redo the exercise with 2-4 customers as part of the team. With the customers, we will  take real life queries and they would give us their view in terms of time and the output they receive. We  also agreed that the accounts team would send 1-2 representatives from each sub-department so they  could advise us on their process.


Challenge We currently have a long and tedious process to resolve customer invoice queries . Invoices are generated on the last day of the month but are to be paid by 15th of the next month before they are considered late and are charged a late payment penalty . However , when there is an invoice query , we as an organization are unable to provide a speedy response . Because of this , most customers with invoice queries end up either paying their invoices late or paying their invoices before their queries are resolved . The process of handling an invoicing query is : customer speaks to the manager at the office . If the query can not be resolved at the office- > the query is sent to the accounts team who look at it - > customer service agent handles the response and a response is then sent back to the customer . Selection of tool It became important for us to track multiple customer queries through the process to see where the “ constipation ” occurs . Visualization helped us to see the journey of a query through the process . It helped the three teams in the organization to see what the other team does when it has the query in hand . Application We created three manila posters on the wall . They represented the office , accounts team , and the customer service team . We introduced 4 different queries from one customer into the process and observed how they moved around . Whilst the office and customer service teams had one stop , the accounts team had more than one . A query could be moved to accounts receivables or accounts payable . From those departments , it would go to a sub - department depending on if the query is about billing , deposit query , or request for statement . We realized that the bottleneck was in the accounts department . It was akin to a python swallowing the prey . The process took too long and teams and clients outside the accounts department did not have a clear understanding of why or when a task would be completed . Insights & Approach We realized that the office and customer service teams set high expectations of when a query would be resolved . When this was communicated to the client , the client would hold the organization to those expectations . We have now tasked the accounts team to come up with a work flow that gives a more realistic timeframe for sorting out customer queries . Whilst doing the exercise , we realized that we were lacking a client ’s view of the process . It was agreed that we need to redo the exercise with 2 - 4 customers as part of the team . With the customers , we will take real life queries and they would give us their view in terms of time and the output they receive . We also agreed that the accounts team would send 1 - 2 representatives from each sub - department so they could advise us on their process .