Got an Example?
Working with an IT team they kept getting negative customer feedback about their responsiveness to customer requests … the IT team admitted that they struggled with customer requests because the customer did not communicate the changes needed until it was too late in the coding & development phase.
We found several people who did not have this problem.
We asked them, “How are you being responsive to customer needs?”
They told us, “We use a shared scoping document that is completed with the customer & spend more time in the early phases creating trust on what the Solution will look like & we educate ourselves & them using a Rapid PDSA process. Frank has become our Customer Relationship Manager, we shifted some of his workload. He talks with the customer weekly & shares updates, walks through the PDSA process & communicates + connects us with some small next steps.”
We copied the solution that was shared. Within 6 weeks the number of customer complaints decreased by 68%.
A problem that solves itself is no longer a problem
How can you use this?
- What does “Solved” look like?
- How will you know it is solved?
- Who has already solved this? What questions can you ask them that will be useful?
- What about this problem / systems / process is already showing signs of the solution? From a little bit ———————- completely
- What changes might I make that will make this problem irrelevant?
- When I make that change what do I expect to have happen?
Try it and share how you managed to have the problem solve itself.