Business Issue and Solution - Storytelling 

 Challenge and Situation 

 In the beginning of the process of reviewing my business issue , I wanted to have a good understanding   of the issue and what I wanted to accomplish .   In my industry , the companies are highly regulated and   proper oversight is required to protect the clients and company ’s brand .   As technology continues to   advance , companies are wanting to be more efficient and protect client ’s sensitive information .   Identity   theft is a growing issue that companies face on a daily basis .   Having proper staffing levels will improve   the ability to protect clients and minimize burnout .   I am a manager in a call center environment and I   was approached by another department asking to support a need they have encountered and having my   team support this request .   My employees are already taking on a lot of work and supporting other   department initiatives that were recently presented .   Before I wanted to respond to this new request , I   wanted to ensure we had enough data and facts to validate whether we could meet the teask and   support it to the highest level being asked upon the team .   Once the information could be reviewed , I   could provide a recommendation . 

 Application 

 I started the process in evaluating the other department ’s ask by gathering data so I understood why my   team was approached and could we provide the best support .   I wanted to ensure we were reviewing   this need with a growth mindset and minimizing any type of fixed mindset .   This request could provide   my team with a new opportunity to learn and grow as employees .   In having this data , I could make sure   we had the band width to support the need and make sure any other work we are doing as a   department has impact .   I also used this time to interview staff in my department to see their   engagement level as well as ensure they did not already feel overwhelmed with their current workflow .    This information would be critical as I moved forward in the process and deliver my recommendation to   other department heads . 

 As I moved forward in sharing this issue , I thought about the Design Thinking questions that were shared   in the videos .   These questions included is this a human related problem , how do you understand the   problem , is there a level of uncertainty and what data is available to review .   These questions helped me   validate that this business issue was appropriate for my assignment .   In answering these questions , I   understood this issue would be applicable to design thinking .   The problem included supporting clients   with a high level of efficiency and insuring there was no skill atrophy through the process .   In reviewing   the problem , did I have a good understanding of the issue at hand and what it means to the   department ?   There was a level of uncertainty with how employees would learn this new function and   still be efficient in other types of work they support at the same time .   For the last question ,   understanding what data was available to understand the need and what priorities would be needed to   be successful in supporting the request . 

 To apply Design Thinking , having all the pertinent information to understand the story was critical .   I   wanted to create a plan that would ensure success if we moved forward in supporting the other   department .   As I began the storytelling , I wanted to know my audience , sequence of events and be able   to reflect on the story to add my recommendations .   I started with interviewing employees who already   supported this function and I wanted to understand how long was training as well as what part of their   time was needed to be efficient to support this type of work .   I also wanted to know if there was enough   work for my team to support if we took part in assisting this other department .   As a last part of the   work , I wanted to know how my employees felt about taking this new work on and if this would impact   their engagement . 

 Insight and Approach 

 When I reviewed the data , I recognized my team was more available to assist after seeing the hold times   and what types of calls they were already supporting .   The request that my team was asked to support a   month earlier was very low volume and the need for our team to continue supporting was minimal .   This   gave me an opportunity to recommend we stop supporting one department due to call volumes and   start supporting this new initiative that could add value to meet the client ’s expectations .   In discussing   this with my team , they were happy to support a new function that gave them the opportunity to learn   and grow .   In this part of the storytelling , I had buy in from my staff to take this new challenge on and   move forward .   I needed to shift my recommendations to support the new request and remove the   previous request due to not having enough volume for my team to support .   I did this by sharing data   and how my team could be best utilized to support the company .   I created a presentation that shared   the initial finding and how I came to the decision that supported taking on the new work but balancing   that with eliminating the previous work that had no impact for my team to continue performing .   In the   presentation , I shared my recommendations that the storytelling was very compelling to provide a clear   understanding what made the most sense in moving forward .   The outcome was very successful and my   team appreciated having their voice heard while maintaining a positive impact with supporting our   business partners within the company . 


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: Business Issue and Solution - Storytelling 

 Challenge and Situation 

 In the beginning of the process of reviewing my business issue , I wanted to have a good understanding   of the issue and what I wanted to accomplish .   In my industry , the companies are highly regulated and   proper oversight is required to protect the clients and company ’s brand .   As technology continues to   advance , companies are wanting to be more efficient and protect client ’s sensitive information .   Identity   theft is a growing issue that companies face on a daily basis .   Having proper staffing levels will improve   the ability to protect clients and minimize burnout .   I am a manager in a call center environment and I   was approached by another department asking to support a need they have encountered and having my   team support this request .   My employees are already taking on a lot of work and supporting other   department initiatives that were recently presented .   Before I wanted to respond to this new request , I   wanted to ensure we had enough data and facts to validate whether we could meet the teask and   support it to the highest level being asked upon the team .   Once the information could be reviewed , I   could provide a recommendation . 

 Application 

 I started the process in evaluating the other department ’s ask by gathering data so I understood why my   team was approached and could we provide the best support .   I wanted to ensure we were reviewing   this need with a growth mindset and minimizing any type of fixed mindset .   This request could provide   my team with a new opportunity to learn and grow as employees .   In having this data , I could make sure   we had the band width to support the need and make sure any other work we are doing as a   department has impact .   I also used this time to interview staff in my department to see their   engagement level as well as ensure they did not already feel overwhelmed with their current workflow .    This information would be critical as I moved forward in the process and deliver my recommendation to   other department heads . 

 As I moved forward in sharing this issue , I thought about the Design Thinking questions that were shared   in the videos .   These questions included is this a human related problem , how do you understand the   problem , is there a level of uncertainty and what data is available to review .   These questions helped me   validate that this business issue was appropriate for my assignment .   In answering these questions , I   understood this issue would be applicable to design thinking .   The problem included supporting clients   with a high level of efficiency and insuring there was no skill atrophy through the process .   In reviewing   the problem , did I have a good understanding of the issue at hand and what it means to the   department ?   There was a level of uncertainty with how employees would learn this new function and   still be efficient in other types of work they support at the same time .   For the last question ,   understanding what data was available to understand the need and what priorities would be needed to   be successful in supporting the request . 

 To apply Design Thinking , having all the pertinent information to understand the story was critical .   I   wanted to create a plan that would ensure success if we moved forward in supporting the other   department .   As I began the storytelling , I wanted to know my audience , sequence of events and be able   to reflect on the story to add my recommendations .   I started with interviewing employees who already   supported this function and I wanted to understand how long was training as well as what part of their   time was needed to be efficient to support this type of work .   I also wanted to know if there was enough   work for my team to support if we took part in assisting this other department .   As a last part of the   work , I wanted to know how my employees felt about taking this new work on and if this would impact   their engagement . 

 Insight and Approach 

 When I reviewed the data , I recognized my team was more available to assist after seeing the hold times   and what types of calls they were already supporting .   The request that my team was asked to support a   month earlier was very low volume and the need for our team to continue supporting was minimal .   This   gave me an opportunity to recommend we stop supporting one department due to call volumes and   start supporting this new initiative that could add value to meet the client ’s expectations .   In discussing   this with my team , they were happy to support a new function that gave them the opportunity to learn   and grow .   In this part of the storytelling , I had buy in from my staff to take this new challenge on and   move forward .   I needed to shift my recommendations to support the new request and remove the   previous request due to not having enough volume for my team to support .   I did this by sharing data   and how my team could be best utilized to support the company .   I created a presentation that shared   the initial finding and how I came to the decision that supported taking on the new work but balancing   that with eliminating the previous work that had no impact for my team to continue performing .   In the   presentation , I shared my recommendations that the storytelling was very compelling to provide a clear   understanding what made the most sense in moving forward .   The outcome was very successful and my   team appreciated having their voice heard while maintaining a positive impact with supporting our   business partners within the company .
### Output: 