Reflection – Mind Mapping

Challenge

The challenge is for approximately twelve support representatives with varying skill levels and  knowledge sets across various specialized support groups within a single department to move  past the mindset of “this is the way we’ve always done it”. When approached with thinking  about the possibilities of change, they immediately revert to what used to work (20 years ago  before new technology) or insist that if they only make one or two little changes all their  problems would be solved. This change usually only accommodates one of the three groups  and does not encompass the potential impacts this will have on development or the customer.

The other challenge is, this group works with financial institutions, so the cases they receive  need to be resolved expeditiously. Some issues are enhancement request and do not require  immediate action to be taken; however, there are cases which will impact the financial  institution thereby impacting the person trying to manage their personal or commercial  banking account. These cases require a more expedient response, so having an agreed upon  case management process or system is needed.

Selection

For this challenge we opted to use Mind Mapping to help get them out of their old way of  thinking and to help bring into light which area(s) house the true root cause of their issue. Mind  Mapping can also help spark ideas, establish more clearly defined criteria, and will help show  the group areas that overlap, their commonalities as they work through the process.

Application

We gave each person a sticky pad and gave them 10 minutes to write down the various areas  they feel are causing their issues. They wrote things such as: Knowledge, Education, Not Enough  Resources, Training, Need More Time, just to name a few. Once their time was up we placed  them all on a large white board, then asked the group to see look for similarities in their issues  and to categorize them.

Insight

We immediately noticed a common theme, which had majority of the sticky notes under them,  and that was Knowledge, Education and Training. These had 80% of the sticky notes that were  placed on the board. Now it was time to dive into this further by getting the group to also come  to the same conclusion that majority of their issues were under a very similar category.

Next we had the group look over their categories once again to see if there were any other  areas they could consolidate due to similarities in nature. This was done by asking open-ended  questions such as, “what is the difference between your Knowledge category (or bucket) and

your Training and Education categories? Please explain why they should or should not be in one  bucket.”

This of course prompted further discussion into how they are the same terms being used for  different phases of the process. Education was used for people assigning the cases, because  they need to have more information and understanding of that information to properly assign  the case. Training was explained as more people need to be cross-trained in other areas of the  group, so they can better manage the case backlog. Knowledge was use for ‘shared knowledge’,  as in wanting a library or something were people can share case knowledge in one common  area, to make it easier to duplicate the situation without starting from scratch again.

Approach

Using Mind Mapping really opened the group’s eyes across the board to the fact that they were  all speaking the same language using different terms. It opened more discussion on knowledge  sharing, training opportunities and various ideas came up on how this can possibly happen.  Some ideas were vetted out enough to take to their managers to discuss plans for an  experiment.

These all lead to an understanding they are a group working towards a common goal even if  they were using different terminology. This is also leading to ideas to do short experiments to  see what could work and what might not work for the group. The best part they are now  collaborating, and no longer siloed in their thinking.


Reflection – Mind Mapping Challenge The challenge is for approximately twelve support representatives with varying skill levels and knowledge sets across various specialized support groups within a single department to move past the mindset of “ this is the way we ’ve always done it ” . When approached with thinking about the possibilities of change , they immediately revert to what used to work ( 20 years ago before new technology ) or insist that if they only make one or two little changes all their problems would be solved . This change usually only accommodates one of the three groups and does not encompass the potential impacts this will have on development or the customer . The other challenge is , this group works with financial institutions , so the cases they receive need to be resolved expeditiously . Some issues are enhancement request and do not require immediate action to be taken ; however , there are cases which will impact the financial institution thereby impacting the person trying to manage their personal or commercial banking account . These cases require a more expedient response , so having an agreed upon case management process or system is needed . Selection For this challenge we opted to use Mind Mapping to help get them out of their old way of thinking and to help bring into light which area(s ) house the true root cause of their issue . Mind Mapping can also help spark ideas , establish more clearly defined criteria , and will help show the group areas that overlap , their commonalities as they work through the process . Application We gave each person a sticky pad and gave them 10 minutes to write down the various areas they feel are causing their issues . They wrote things such as : Knowledge , Education , Not Enough Resources , Training , Need More Time , just to name a few . Once their time was up we placed them all on a large white board , then asked the group to see look for similarities in their issues and to categorize them . Insight We immediately noticed a common theme , which had majority of the sticky notes under them , and that was Knowledge , Education and Training . These had 80 % of the sticky notes that were placed on the board . Now it was time to dive into this further by getting the group to also come to the same conclusion that majority of their issues were under a very similar category . Next we had the group look over their categories once again to see if there were any other areas they could consolidate due to similarities in nature . This was done by asking open - ended questions such as , “ what is the difference between your Knowledge category ( or bucket ) and your Training and Education categories ? Please explain why they should or should not be in one bucket . ” This of course prompted further discussion into how they are the same terms being used for different phases of the process . Education was used for people assigning the cases , because they need to have more information and understanding of that information to properly assign the case . Training was explained as more people need to be cross - trained in other areas of the group , so they can better manage the case backlog . Knowledge was use for ‘ shared knowledge ’ , as in wanting a library or something were people can share case knowledge in one common area , to make it easier to duplicate the situation without starting from scratch again . Approach Using Mind Mapping really opened the group ’s eyes across the board to the fact that they were all speaking the same language using different terms . It opened more discussion on knowledge sharing , training opportunities and various ideas came up on how this can possibly happen . Some ideas were vetted out enough to take to their managers to discuss plans for an experiment . These all lead to an understanding they are a group working towards a common goal even if they were using different terminology . This is also leading to ideas to do short experiments to see what could work and what might not work for the group . The best part they are now collaborating , and no longer siloed in their thinking .