REFLECTION – VISUALISATION 

 Challenge and Selection : 

 I am a member of a bank ’s Transformation and Change department and my challenge was to merge 3   different customer onboarding processes into a single streamlined process to achieve operational   efficiencies and improve transparency . The project scope involved a variety of internal stakeholders   such as 3 customer onboarding teams , the technology support team , customer relationship   management team and external stakeholders such as brokers and technology vendors . Managing and   aligning stakeholders ’ understanding , objectives and expectations with the that of the project team   was a key driver to the project ’s success . 

 Selection 

 I used the tool of Visualisation to explore the current reality , identify patterns and attain a shared   understanding of current reality and the challenges among a diverse group of stakeholders before   defining possible resolutions . Through verbal discussions , stakeholders tend to interpret the same   matter / thought in slightly different ways . Visualisation assists in overcoming this challenge by making   the discussions tangible and concrete so that the understanding is common and aligned . I used the   practice of creating straw man visualisations of the current processes with question prompts and key   task objective definitions to allow the diverse group of stakeholders understand in a common aligned   manner and learn from one another while assimilating the reality , defining the scope , boundaries ,   relationships between key elements and above all , comprehend challenges which other teams face . 

 Application 

 I started the process by creating a straw man process map on big chart paper stuck on a wall . I created   swim - lanes for different teams and scheduled process walkthroughs with the teams to understand   the current process . I asked each of the teams to represent their key tasks within the swim - lanes using   basic shapes easy to comprehend and allocated different coloured post - it notes for different kinds of   tasks . Once a first version of the processes was represented on the chart , I scheduled workshop   sessions for teams to use question prompts to probe why certain tasks were conducted in a particular   manner which brought out unique challenges other teams faced in their process . With this we had 3   exclusive customer onboarding processes with uniquely coloured post - it notes clearly highlighting   similar activities occurring across multiple process , key relationships and dependencies between   teams which made it easier to identify patterns and demonstrate the as - is process reality in a manner   commonly understood by all teams . 

 The next stage of the process was to streamline the current stage process maps using common task   definitions and form a customer - to - customer view of the various onboarding processes . A customer- to - customer process view means identifying all internal and external customers of various tasks within   processes and uniquely defining the process outputs which satisfy the customer needs . 

 For the final stage of the application process , I split all stakeholders into 4 groups and asked them to   note down their view of success / their expectations from the future customer onboarding process .   Once this was done , the same groups were asked to identify what aspects of the current customer   onboarding processes should change , in their opinion , to achieve the desired success criteria they had 

 defined . These success criteria along with the list of expected changes were then attached to the   current process maps . 

 Thus , by the end of the exercise we had a comprehensive view of 3 different onboarding processes ,   the common activities and outputs across all processes , unique challenges and dependencies each of   the processes had and a list of desired changes and success criteria . 

 Insight 

 The insight I gained out of the exercise was that the visual representation of the process along with   stakeholder comments was important for reinforcing a common understanding of the process and the   unique challenges faced . Having a focal point of discussion guided the stakeholders to share   perspectives and insights which were specific , relevant and sequenced in order of importance rather   than talking randomly about everything at the same time . The most valuable insight I gained was that   while visual representation shapes the flow of the discussion , more important is the shared insights   and shared learning that occurs while they are working to define reality and problem . Having   stakeholders across multiple teams as part of the workshop working collaboratively enabled them to   be more open , empathetic and understanding to others challenges and at the same time provided   them with an opportunity to learn certain best practices which other teams had been following .   Having a visual process map along with key insights such as success factors and list of changes enabled   a relatively easy and data driven process to identify patterns which were used in subsequent stages   of the project to drive transformation and change decisions without any political hinderance . 

 Approach 

 This course made me see this as a tool in a new way . When I 've done it before it was really " ad hoc "   but now I can prepare ahead . The next time I use this tool for current stage understanding , I will try   and use the tool ‘ COPIS / SIPOC ’ simultaneously ( a tool used in six - sigma and lean process management   to define Customers , Output , Process , Input and Suppliers ) . This is because , while the visualisation of   the process assisted greatly and provided a common focal point for discussions , in some instances I   felt the information derived was a bit unstructured and very judgemental . Clubbing this exercise with   the COPIS tool may allow the information to be gathered and presented in a more structured manner . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: REFLECTION – VISUALISATION 

 Challenge and Selection : 

 I am a member of a bank ’s Transformation and Change department and my challenge was to merge 3   different customer onboarding processes into a single streamlined process to achieve operational   efficiencies and improve transparency . The project scope involved a variety of internal stakeholders   such as 3 customer onboarding teams , the technology support team , customer relationship   management team and external stakeholders such as brokers and technology vendors . Managing and   aligning stakeholders ’ understanding , objectives and expectations with the that of the project team   was a key driver to the project ’s success . 

 Selection 

 I used the tool of Visualisation to explore the current reality , identify patterns and attain a shared   understanding of current reality and the challenges among a diverse group of stakeholders before   defining possible resolutions . Through verbal discussions , stakeholders tend to interpret the same   matter / thought in slightly different ways . Visualisation assists in overcoming this challenge by making   the discussions tangible and concrete so that the understanding is common and aligned . I used the   practice of creating straw man visualisations of the current processes with question prompts and key   task objective definitions to allow the diverse group of stakeholders understand in a common aligned   manner and learn from one another while assimilating the reality , defining the scope , boundaries ,   relationships between key elements and above all , comprehend challenges which other teams face . 

 Application 

 I started the process by creating a straw man process map on big chart paper stuck on a wall . I created   swim - lanes for different teams and scheduled process walkthroughs with the teams to understand   the current process . I asked each of the teams to represent their key tasks within the swim - lanes using   basic shapes easy to comprehend and allocated different coloured post - it notes for different kinds of   tasks . Once a first version of the processes was represented on the chart , I scheduled workshop   sessions for teams to use question prompts to probe why certain tasks were conducted in a particular   manner which brought out unique challenges other teams faced in their process . With this we had 3   exclusive customer onboarding processes with uniquely coloured post - it notes clearly highlighting   similar activities occurring across multiple process , key relationships and dependencies between   teams which made it easier to identify patterns and demonstrate the as - is process reality in a manner   commonly understood by all teams . 

 The next stage of the process was to streamline the current stage process maps using common task   definitions and form a customer - to - customer view of the various onboarding processes . A customer- to - customer process view means identifying all internal and external customers of various tasks within   processes and uniquely defining the process outputs which satisfy the customer needs . 

 For the final stage of the application process , I split all stakeholders into 4 groups and asked them to   note down their view of success / their expectations from the future customer onboarding process .   Once this was done , the same groups were asked to identify what aspects of the current customer   onboarding processes should change , in their opinion , to achieve the desired success criteria they had 

 defined . These success criteria along with the list of expected changes were then attached to the   current process maps . 

 Thus , by the end of the exercise we had a comprehensive view of 3 different onboarding processes ,   the common activities and outputs across all processes , unique challenges and dependencies each of   the processes had and a list of desired changes and success criteria . 

 Insight 

 The insight I gained out of the exercise was that the visual representation of the process along with   stakeholder comments was important for reinforcing a common understanding of the process and the   unique challenges faced . Having a focal point of discussion guided the stakeholders to share   perspectives and insights which were specific , relevant and sequenced in order of importance rather   than talking randomly about everything at the same time . The most valuable insight I gained was that   while visual representation shapes the flow of the discussion , more important is the shared insights   and shared learning that occurs while they are working to define reality and problem . Having   stakeholders across multiple teams as part of the workshop working collaboratively enabled them to   be more open , empathetic and understanding to others challenges and at the same time provided   them with an opportunity to learn certain best practices which other teams had been following .   Having a visual process map along with key insights such as success factors and list of changes enabled   a relatively easy and data driven process to identify patterns which were used in subsequent stages   of the project to drive transformation and change decisions without any political hinderance . 

 Approach 

 This course made me see this as a tool in a new way . When I 've done it before it was really " ad hoc "   but now I can prepare ahead . The next time I use this tool for current stage understanding , I will try   and use the tool ‘ COPIS / SIPOC ’ simultaneously ( a tool used in six - sigma and lean process management   to define Customers , Output , Process , Input and Suppliers ) . This is because , while the visualisation of   the process assisted greatly and provided a common focal point for discussions , in some instances I   felt the information derived was a bit unstructured and very judgemental . Clubbing this exercise with   the COPIS tool may allow the information to be gathered and presented in a more structured manner .
### Output: 