The Challenge & Selection 

 I was recently asked to look at the Service Level Agreements ( SLAs ) for a customer contract defined   about 3 years ago . The contract is due for renewal soon , hence there was an opportunity for the   company to ( a ) review & recommend changes based on current and expected work in future and SLA   effectiveness ( b ) add or delete SLAs based on our experience in working with other customers and ( c )   make it a mutually beneficial one in that it will drive performance for the project team ( Rewards ) and   penalize when we fail to meet desired levels ( Penalty ) . Though , I had not taken Design Thinking course   at that time , I intend to apply the Mind Mapping tool for this challenge . 

 My choice of Mind Mapping tool was due to ( a ) ability to represent multiple stakeholders , paths and   data points that were available and ( b ) for the kind of challenge that was in front of me – Learning   Launch ( may have been useful to test assumptions or relevance at a later stage ) or Story telling were not   apt . 

 Tool Description 

 The Mind Mapping tool provided a fine ability to depict the needs of different stakeholders , current   challenges in the engagement and recommendations to a larger group , suiting their different needs .   Mind Maps were simple , fast and visual in nature that were easily drawn on white boards and easily   represented in Power Point / Word documents for easy communication and review . 

 Applying the Tool 

 One of the earliest items that were undertaken was to map the different stakeholders with Service Level   Agreements in the centre and their needs starting with 

 ( a ) Current Service Level Agreements and Challenges   ( b ) Need and use of the SLAs for each Stakeholder   ( c ) Current type of work and learning from other engagements   ( d ) Recommendations . 

 This process is captured in the figured that is attached below . 

 Insight 

 The tool allowed for easy collaboration among different stakeholders and the ability to be on the same   page . It allowed for being able to map and represent the flow on how the recommendations have been   arrived at considering the different challenges – focusing on the problem at hand rather than emotional   arguments , which is typically the case in most SLA discussions / review – it becomes the property of   Finance and legal teams rather than for the Project team to use it for Win – Win in a Customer – Service   Provider relationship . 

 Figure : Mind Mapping to developing Service Level Agreements during Contract renewal 

 Alternate Tool 

 An additional tool , I would have liked to use in addition to the Mind Mapping tool in such cases is to   have used the “ Learning Launch ” tool , once a draft set of SLAs were formed . This would have allowed   the ability to jointly agree upon the new SLAs based on testing assumptions and results and rather than   it being an suggestion into the new contract . 


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: The Challenge & Selection 

 I was recently asked to look at the Service Level Agreements ( SLAs ) for a customer contract defined   about 3 years ago . The contract is due for renewal soon , hence there was an opportunity for the   company to ( a ) review & recommend changes based on current and expected work in future and SLA   effectiveness ( b ) add or delete SLAs based on our experience in working with other customers and ( c )   make it a mutually beneficial one in that it will drive performance for the project team ( Rewards ) and   penalize when we fail to meet desired levels ( Penalty ) . Though , I had not taken Design Thinking course   at that time , I intend to apply the Mind Mapping tool for this challenge . 

 My choice of Mind Mapping tool was due to ( a ) ability to represent multiple stakeholders , paths and   data points that were available and ( b ) for the kind of challenge that was in front of me – Learning   Launch ( may have been useful to test assumptions or relevance at a later stage ) or Story telling were not   apt . 

 Tool Description 

 The Mind Mapping tool provided a fine ability to depict the needs of different stakeholders , current   challenges in the engagement and recommendations to a larger group , suiting their different needs .   Mind Maps were simple , fast and visual in nature that were easily drawn on white boards and easily   represented in Power Point / Word documents for easy communication and review . 

 Applying the Tool 

 One of the earliest items that were undertaken was to map the different stakeholders with Service Level   Agreements in the centre and their needs starting with 

 ( a ) Current Service Level Agreements and Challenges   ( b ) Need and use of the SLAs for each Stakeholder   ( c ) Current type of work and learning from other engagements   ( d ) Recommendations . 

 This process is captured in the figured that is attached below . 

 Insight 

 The tool allowed for easy collaboration among different stakeholders and the ability to be on the same   page . It allowed for being able to map and represent the flow on how the recommendations have been   arrived at considering the different challenges – focusing on the problem at hand rather than emotional   arguments , which is typically the case in most SLA discussions / review – it becomes the property of   Finance and legal teams rather than for the Project team to use it for Win – Win in a Customer – Service   Provider relationship . 

 Figure : Mind Mapping to developing Service Level Agreements during Contract renewal 

 Alternate Tool 

 An additional tool , I would have liked to use in addition to the Mind Mapping tool in such cases is to   have used the “ Learning Launch ” tool , once a draft set of SLAs were formed . This would have allowed   the ability to jointly agree upon the new SLAs based on testing assumptions and results and rather than   it being an suggestion into the new contract .
### Output: 