Visualization 

 Challenge & Selection – 

 The tool I used is the tool of Visualization , or Visual Thinking , to achieve a shared understanding of a   problem , among various stakeholder before attempting to identify and define possible solutions to the   problems . I used this approach to design the flow of handling the postpaid SR in NCH process of   complaint handling . New complaint Handling process was launched by the digitization and the product   teams , after a long CFT discussions & taking the insights from various network stakeholders like – NCRT ,   Network Quality , Planning , Deployment Operations . The objective of this process ( NCH ) is to give auto   indicative RCA to the customer complaints raised by postpaid customers . The problem at hand was that   the TSG engineers identify the indicative RCA based on their skill & competence . Also the time taken for   them to attend the SR per day & per week was less than the inflow per day . This kept the SR pending for   long time with TSG engineers itself . 

 In a 30 days time window , TSG engineer took more than 15days to send the SR to the right stakeholders   after classifying it . The stakeholders took their own time ( depending on the action to be done ) to rectify   the problem & revert back to TSG for resolution of the complaint . This led to very poor resolution in 30   days for the customers . The reference video that I took is the one illustrated by Angela Mayer over the   Visualisation tool , where she illustrated the impact of simple techniques like straw man drawing over   the board that can help people understand what we want to say . it allows us to think in a nonverbal   way , It allows us to access parts of our brain , parts of our creativity . Tools such as - Write on white   board , images we create , power point ppt we create etc . to make people understand the concept . The   challenge which needed to be solved with the visualization tool was the process in which the SR would   be flowing for resolution once its classified by the NCH , how the interim communication will be given to   customer & how it will be closed in Konnect tool . The tools involved in this process are – DT ( Decision   Tree ) , XNET ( Rule engine ) , Konnect ( WFM ) . The flow has to be seamlessly explained to all in circles for   proper execution . 

 I have used the technique of using a flow chart to visual the flow of a problem , to explain the process &    prompt everyone for discussion to allow a diverse group of stakeholders to learn from each other in the   process of defining the scope , boundaries , key elements , and relationships between elements to   consider when identifying pain points and opportunities for improvements or solutions . 

 Application- 

 Since there are multiple stakeholders in the whole NCH process , such as – customer raising an issue in   the form of SR , product & digitization using XNET , Siebel & DT to classify the issue & Network Quality &   NCRT running the process in the filed with the help of stakeholders to solve the problems , eventually   solving the SR , communicating the customers & making him happy . 

 I started the process by creating the process flow charts for each of the 11 RCA that the SR were getting   classified into by the XNET . The first one that we took was the “ operations issue RCA ” , where the flow   had to be designed in a flow chart to make every one understand how it will be solved in the field . 

 1 . Customer coming to the DT ( decision Tree ) for raising an issue , XNET analysing the issue & 

 computing a rule based RCA , asking the Siebel tool to give the customer an SR . Then flowing that   SR to the Work Force management tool - Konnect for action by the TSg engineer . 

 2 . TSG Engineer picking that Sr & sending that to the Operations team in the circle MS for action 

 on daily basis . Circle MS taking the action & sending back the result to th eTSG NPI for closure . 

 3 . TSG NPI based on the revert received from Operations team , sending the SR to TSG Hub for 

 closure . 

 4 . TSG Hub upon seeing the SR as resolved in Konnect , closing it finally , triggering a feedback 

 message to the customer who raised the SR . 

 5 . Customer responding back after reading the message whether he is happy or not .   6 . To explain all above , I have drawn the flowcharts with the help of Visio tool , to make everyone 

 understand the flow end to end . 

 7 . I conducted informal training sessions with the TSG engneers as well to make them understand 

 with the help of the same flow charts & line diagrams . 

 8 . The flow charts have proved to be very simple to make & make people understand , using simple 

 shapes and icons available in Visio . 

 Insight & Approach 

 What I have learned from conducting this exercise with stakeholder groups is that while the graphic – eis   important for reinforcing their understanding of the problem they are working to solve , the more   valuable aspect of the activity is the shared insights and shared learning that occurs while they are   working to define their problem . The graphic gives the diverse group of stakeholders a focal point for   discussion that allows them to share their perspectives and develop insights into potential root causes   of their problems . While I could create the graphic flowchart from a blank slate in a collaborative   manner , starting with it jump starts the conversation for them . They could quickly identify where they   are in the graphic – or if they are missing – and can more quickly gain new insights about relationships   between key entities instead of taking time to identify them . They can also identify variables in the   problem space – that is , it helps them to identify what they do n’t know , in what areas they need to   obtain information or data to provide the values for the variables . 

 Since I discovered that the most valuable aspect is the shared insights and learning , next time I would   use the visualization activity as a starting point for a series of design thinking activities . 


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: Visualization 

 Challenge & Selection – 

 The tool I used is the tool of Visualization , or Visual Thinking , to achieve a shared understanding of a   problem , among various stakeholder before attempting to identify and define possible solutions to the   problems . I used this approach to design the flow of handling the postpaid SR in NCH process of   complaint handling . New complaint Handling process was launched by the digitization and the product   teams , after a long CFT discussions & taking the insights from various network stakeholders like – NCRT ,   Network Quality , Planning , Deployment Operations . The objective of this process ( NCH ) is to give auto   indicative RCA to the customer complaints raised by postpaid customers . The problem at hand was that   the TSG engineers identify the indicative RCA based on their skill & competence . Also the time taken for   them to attend the SR per day & per week was less than the inflow per day . This kept the SR pending for   long time with TSG engineers itself . 

 In a 30 days time window , TSG engineer took more than 15days to send the SR to the right stakeholders   after classifying it . The stakeholders took their own time ( depending on the action to be done ) to rectify   the problem & revert back to TSG for resolution of the complaint . This led to very poor resolution in 30   days for the customers . The reference video that I took is the one illustrated by Angela Mayer over the   Visualisation tool , where she illustrated the impact of simple techniques like straw man drawing over   the board that can help people understand what we want to say . it allows us to think in a nonverbal   way , It allows us to access parts of our brain , parts of our creativity . Tools such as - Write on white   board , images we create , power point ppt we create etc . to make people understand the concept . The   challenge which needed to be solved with the visualization tool was the process in which the SR would   be flowing for resolution once its classified by the NCH , how the interim communication will be given to   customer & how it will be closed in Konnect tool . The tools involved in this process are – DT ( Decision   Tree ) , XNET ( Rule engine ) , Konnect ( WFM ) . The flow has to be seamlessly explained to all in circles for   proper execution . 

 I have used the technique of using a flow chart to visual the flow of a problem , to explain the process &    prompt everyone for discussion to allow a diverse group of stakeholders to learn from each other in the   process of defining the scope , boundaries , key elements , and relationships between elements to   consider when identifying pain points and opportunities for improvements or solutions . 

 Application- 

 Since there are multiple stakeholders in the whole NCH process , such as – customer raising an issue in   the form of SR , product & digitization using XNET , Siebel & DT to classify the issue & Network Quality &   NCRT running the process in the filed with the help of stakeholders to solve the problems , eventually   solving the SR , communicating the customers & making him happy . 

 I started the process by creating the process flow charts for each of the 11 RCA that the SR were getting   classified into by the XNET . The first one that we took was the “ operations issue RCA ” , where the flow   had to be designed in a flow chart to make every one understand how it will be solved in the field . 

 1 . Customer coming to the DT ( decision Tree ) for raising an issue , XNET analysing the issue & 

 computing a rule based RCA , asking the Siebel tool to give the customer an SR . Then flowing that   SR to the Work Force management tool - Konnect for action by the TSg engineer . 

 2 . TSG Engineer picking that Sr & sending that to the Operations team in the circle MS for action 

 on daily basis . Circle MS taking the action & sending back the result to th eTSG NPI for closure . 

 3 . TSG NPI based on the revert received from Operations team , sending the SR to TSG Hub for 

 closure . 

 4 . TSG Hub upon seeing the SR as resolved in Konnect , closing it finally , triggering a feedback 

 message to the customer who raised the SR . 

 5 . Customer responding back after reading the message whether he is happy or not .   6 . To explain all above , I have drawn the flowcharts with the help of Visio tool , to make everyone 

 understand the flow end to end . 

 7 . I conducted informal training sessions with the TSG engneers as well to make them understand 

 with the help of the same flow charts & line diagrams . 

 8 . The flow charts have proved to be very simple to make & make people understand , using simple 

 shapes and icons available in Visio . 

 Insight & Approach 

 What I have learned from conducting this exercise with stakeholder groups is that while the graphic – eis   important for reinforcing their understanding of the problem they are working to solve , the more   valuable aspect of the activity is the shared insights and shared learning that occurs while they are   working to define their problem . The graphic gives the diverse group of stakeholders a focal point for   discussion that allows them to share their perspectives and develop insights into potential root causes   of their problems . While I could create the graphic flowchart from a blank slate in a collaborative   manner , starting with it jump starts the conversation for them . They could quickly identify where they   are in the graphic – or if they are missing – and can more quickly gain new insights about relationships   between key entities instead of taking time to identify them . They can also identify variables in the   problem space – that is , it helps them to identify what they do n’t know , in what areas they need to   obtain information or data to provide the values for the variables . 

 Since I discovered that the most valuable aspect is the shared insights and learning , next time I would   use the visualization activity as a starting point for a series of design thinking activities .
### Output: 