Reflection – Learning Launch 

 Challenge 

 I ’m a member of the TC Consulting organization inside my company , and I ’m responsible for a team of   Technical Consultants . 

 Our Customers are Mobile Network Operators for which we act as the primary technical interface . Each   Technical Consultant is assigned and responsible for a defined group of Customers . 

 Each Customer is quite specific in terms of requests and processes , and our challenge is to be able to guarantee   a good level of customer support even when the Technical Consultant is on holidays for periods longer than 1   week and a backup is needed . We have observed , in fact , that often the backup is not able to properly assist   the Customer as he / she does not have all the elements needed to support ; the solution has always been to   contact the employee that is on holidays to get the missing information , and this is the kind of situation that we   want to avoid . 

 The duration of the project is 6 weeks and it involves 4 Technical Consultants , 6 Customers and key   stakeholders such as 3 Sales Managers . 

 Selection 

 It is supposed that the project team has already gone through preliminary design thinking activities and tools   and that we have identified possible causes and solutions of the challenge we have ; at this point we want to   test that our assumptions are correct and we are ready to use the learning launch tool . Such tool is used to do   an experiment by which we can quickly and cheaply test our idea . 

 Application 

 Our first assumptions is that the difficulties faced by the backup employee are due to an inaccurate forecast of   the type of requests and related priorities that he / she would receive from the Customer . The backup is usually   informed and prepared to support about the ongoing activities , but not when unexpected requests are made .   To prove our assumption , we put in place the following experiment : 

 We involve each Customer , few days before the employee leaves , in order to have as much information as   possible about the activities , their priorities and the type of requests that the backup will receive . We schedule   half an hour meeting with each Customer , with the Technical Consultant in charge of the Customer and with   his / her backup . Optionally the Sales Manager can participate . After the meeting , the backup is instructed in   detail by his / her peer about the activities and requests discussed with the Customer . An additional advantage   of this approach is that the Customer should be somehow forced to stick with the requests discussed during   the meeting during the Technical Consultant absence . 

 Our second assumption is that usually the backup is involved too late in the handover activities . This results in   inaccurate transfer of knowledge and difficulty for the backup to get acquainted with the Customer activities in   due time . To prove it , we want to involve the backup at least 1 week before the employee leaves for holidays . 

 In practice , it means that the backup is put in the loop of all Customer emails and , as soon as he / she   encounters a topic that is not clear , asks for details to his / her colleague . This is also a way to reassure the   Customer that we are working to guarantee continuity in our support activities . 

 Insight 

 By applying such experiments we believe that our 2 assumptions above will be confirmed . We also expect that   we wo n’t be able to eliminate all unexpected requests , but at least the Customers will be more tolerant if we   wo n’t be able to answer as expected . 

 In general , we expect an improvement in terms of Customer intimacy and mutual trust . 

 Approach 

 We believe that the Learning Launch tool is the appropriate one , as the team already went through other   design thinking processes . The Learning Launch tool is easy to be applied and probably the best one , in this   specific case , in order to have direct and quick Customer involvement . With this approach we can measure , day   by day , the effectiveness of our idea . 


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 – Learning Launch 

 Challenge 

 I ’m a member of the TC Consulting organization inside my company , and I ’m responsible for a team of   Technical Consultants . 

 Our Customers are Mobile Network Operators for which we act as the primary technical interface . Each   Technical Consultant is assigned and responsible for a defined group of Customers . 

 Each Customer is quite specific in terms of requests and processes , and our challenge is to be able to guarantee   a good level of customer support even when the Technical Consultant is on holidays for periods longer than 1   week and a backup is needed . We have observed , in fact , that often the backup is not able to properly assist   the Customer as he / she does not have all the elements needed to support ; the solution has always been to   contact the employee that is on holidays to get the missing information , and this is the kind of situation that we   want to avoid . 

 The duration of the project is 6 weeks and it involves 4 Technical Consultants , 6 Customers and key   stakeholders such as 3 Sales Managers . 

 Selection 

 It is supposed that the project team has already gone through preliminary design thinking activities and tools   and that we have identified possible causes and solutions of the challenge we have ; at this point we want to   test that our assumptions are correct and we are ready to use the learning launch tool . Such tool is used to do   an experiment by which we can quickly and cheaply test our idea . 

 Application 

 Our first assumptions is that the difficulties faced by the backup employee are due to an inaccurate forecast of   the type of requests and related priorities that he / she would receive from the Customer . The backup is usually   informed and prepared to support about the ongoing activities , but not when unexpected requests are made .   To prove our assumption , we put in place the following experiment : 

 We involve each Customer , few days before the employee leaves , in order to have as much information as   possible about the activities , their priorities and the type of requests that the backup will receive . We schedule   half an hour meeting with each Customer , with the Technical Consultant in charge of the Customer and with   his / her backup . Optionally the Sales Manager can participate . After the meeting , the backup is instructed in   detail by his / her peer about the activities and requests discussed with the Customer . An additional advantage   of this approach is that the Customer should be somehow forced to stick with the requests discussed during   the meeting during the Technical Consultant absence . 

 Our second assumption is that usually the backup is involved too late in the handover activities . This results in   inaccurate transfer of knowledge and difficulty for the backup to get acquainted with the Customer activities in   due time . To prove it , we want to involve the backup at least 1 week before the employee leaves for holidays . 

 In practice , it means that the backup is put in the loop of all Customer emails and , as soon as he / she   encounters a topic that is not clear , asks for details to his / her colleague . This is also a way to reassure the   Customer that we are working to guarantee continuity in our support activities . 

 Insight 

 By applying such experiments we believe that our 2 assumptions above will be confirmed . We also expect that   we wo n’t be able to eliminate all unexpected requests , but at least the Customers will be more tolerant if we   wo n’t be able to answer as expected . 

 In general , we expect an improvement in terms of Customer intimacy and mutual trust . 

 Approach 

 We believe that the Learning Launch tool is the appropriate one , as the team already went through other   design thinking processes . The Learning Launch tool is easy to be applied and probably the best one , in this   specific case , in order to have direct and quick Customer involvement . With this approach we can measure , day   by day , the effectiveness of our idea .
### Output: 