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 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Rawan Khan, Rawan Khan
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 – 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
### Output: 