Reflection- Mind Mapping 

 Challenge 

 I was a part of the escalation teams for one of the leading bank , we often used to get escalation from   customer about the payments being overcharged , we charging them early repayment charge   incorrectly , their rate not been switched as per request . With current pandemic scenario it become   imperative for us to review this and get back to the customer within a couple of hours since it was   already difficult for them to manage the finances . The Turnaround Time was very stringent , and the   number of escalations was high which resulted in extended Turnaround time which also resulted in poor   customer experience and in decline in NPS . The escalation team was disheartened since they were   unable to go back to the customer within the agreed timeline . 

 Selection 

 We have selected mind mapping tool for this process to understand in detail in terms of where the gap   is and what is causing for us to delay the timelines . We tried to understand the escalation team   perspective and also looked at this from a customer lens . We mapped the entire journey of the   escalation process using mind mapping technique as how it arrives where it is moved , where is the   dependency , how many branches it moved further and with all those challenges what will be the ideal   Turn around time we can promise the customer . Mind mapping tool also will help us to understand   visually which cross function is taking a lot of time to resolve the problem 

 Application 

 We applied mind mapping tool and mapped the entire “ What If ” journey of a customer , we looked at all   possible ways , spoke to all departments who are involved in resolving the escalation , This gave us a   broader view of current reality of the process and the gaps . This visual , creative tool helped us not to   understand the current reality but also to draw a picture of “ What If ” process . We also understood why   these escalations are even coming in the first place . Mind mapping tool helped us to realize the core   underlying issues when we started mapping it to multiple branches . 

 Insights & Approach 

 The creative , visual tool really helped us to understand a lot of gaps , and what an end customer would   need to go through do to all these gaps . It also helped us to see different criteria like People issue ,   Process Issue , Policy issue , System issues , the number of handoffs internally which delayed the   escalation process , the number of misses from people which caused the escalation in first place , the   legacy process which was designed that way and the system issue where some rate changes are not   reflecting and the correct payments reflecting within the system . Mind mapping really helped us to   understand the current reality and how severe is the gap and the impact and severe to the end   customer . 

 Post identifying all these gaps we looked at “ What WOWs ” and What Works ” and we went back to   Technology team and fixed the system issue , we redefined the process and shared the revised   procedure with people , we created videos to educate our people working in the team , we also cross   trained people to ensure minimal or no handoff to ensure the escalation turnover time is as per the 

 agreed one with customers .   We also created visual presentation of current process and shared with the   team every fortnightly to ensure minimal or Zero quality errors . We closely tracked the customer   complaints and NPS post implementing these changes to see if we need to look an enhancing our   current ‘ What is ” method . 


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- Mind Mapping 

 Challenge 

 I was a part of the escalation teams for one of the leading bank , we often used to get escalation from   customer about the payments being overcharged , we charging them early repayment charge   incorrectly , their rate not been switched as per request . With current pandemic scenario it become   imperative for us to review this and get back to the customer within a couple of hours since it was   already difficult for them to manage the finances . The Turnaround Time was very stringent , and the   number of escalations was high which resulted in extended Turnaround time which also resulted in poor   customer experience and in decline in NPS . The escalation team was disheartened since they were   unable to go back to the customer within the agreed timeline . 

 Selection 

 We have selected mind mapping tool for this process to understand in detail in terms of where the gap   is and what is causing for us to delay the timelines . We tried to understand the escalation team   perspective and also looked at this from a customer lens . We mapped the entire journey of the   escalation process using mind mapping technique as how it arrives where it is moved , where is the   dependency , how many branches it moved further and with all those challenges what will be the ideal   Turn around time we can promise the customer . Mind mapping tool also will help us to understand   visually which cross function is taking a lot of time to resolve the problem 

 Application 

 We applied mind mapping tool and mapped the entire “ What If ” journey of a customer , we looked at all   possible ways , spoke to all departments who are involved in resolving the escalation , This gave us a   broader view of current reality of the process and the gaps . This visual , creative tool helped us not to   understand the current reality but also to draw a picture of “ What If ” process . We also understood why   these escalations are even coming in the first place . Mind mapping tool helped us to realize the core   underlying issues when we started mapping it to multiple branches . 

 Insights & Approach 

 The creative , visual tool really helped us to understand a lot of gaps , and what an end customer would   need to go through do to all these gaps . It also helped us to see different criteria like People issue ,   Process Issue , Policy issue , System issues , the number of handoffs internally which delayed the   escalation process , the number of misses from people which caused the escalation in first place , the   legacy process which was designed that way and the system issue where some rate changes are not   reflecting and the correct payments reflecting within the system . Mind mapping really helped us to   understand the current reality and how severe is the gap and the impact and severe to the end   customer . 

 Post identifying all these gaps we looked at “ What WOWs ” and What Works ” and we went back to   Technology team and fixed the system issue , we redefined the process and shared the revised   procedure with people , we created videos to educate our people working in the team , we also cross   trained people to ensure minimal or no handoff to ensure the escalation turnover time is as per the 

 agreed one with customers .   We also created visual presentation of current process and shared with the   team every fortnightly to ensure minimal or Zero quality errors . We closely tracked the customer   complaints and NPS post implementing these changes to see if we need to look an enhancing our   current ‘ What is ” method .
### Output: 