Challenge 

 We currently have a long and tedious process to resolve customer invoice queries . Invoices are   generated on the last day of the month but are to be paid by 15th of the next month before they are   considered late and are charged a late payment penalty . However , when there is an invoice query , we as   an organization are unable to provide a speedy response . Because of this , most customers with invoice   queries end up either paying their invoices late or paying their invoices before their queries are   resolved . The process of handling an invoicing query is : 

 customer speaks to the manager at the office . If the query can not be resolved at the office- > the query   is sent to the accounts team who look at it - > customer service agent handles the response and a   response is then sent back to the customer . 

 Selection of tool 

 It became important for us to track multiple customer queries through the process to see where the   “ constipation ” occurs . Visualization helped us to see the journey of a query through the process . It   helped the three teams in the organization to see what the other team does when it has the query in   hand . 

 Application 

 We created three manila posters on the wall . They represented the office , accounts team , and the   customer service team . We introduced 4 different queries from one customer into the process and   observed how they moved around . Whilst the office and customer service teams had one stop , the   accounts team had more than one . A query could be moved to accounts receivables or accounts   payable . From those departments , it would go to a sub - department depending on if the query is about   billing , deposit query , or request for statement . We realized that the bottleneck was in the accounts   department . It was akin to a python swallowing the prey . The process took too long and teams and   clients outside the accounts department did not have a clear understanding of why or when a task   would be completed . 

 Insights & Approach 

 We realized that the office and customer service teams set high expectations of when a query would be   resolved . When this was communicated to the client , the client would hold the organization to those   expectations . We have now tasked the accounts team to come up with a work flow that gives a more   realistic timeframe for sorting out customer queries . 

 Whilst doing the exercise , we realized that we were lacking a client ’s view of the process . It was agreed   that we need to redo the exercise with 2 - 4 customers as part of the team . With the customers , we will   take real life queries and they would give us their view in terms of time and the output they receive . We   also agreed that the accounts team would send 1 - 2 representatives from each sub - department so they   could advise us on their process . 


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: Challenge 

 We currently have a long and tedious process to resolve customer invoice queries . Invoices are   generated on the last day of the month but are to be paid by 15th of the next month before they are   considered late and are charged a late payment penalty . However , when there is an invoice query , we as   an organization are unable to provide a speedy response . Because of this , most customers with invoice   queries end up either paying their invoices late or paying their invoices before their queries are   resolved . The process of handling an invoicing query is : 

 customer speaks to the manager at the office . If the query can not be resolved at the office- > the query   is sent to the accounts team who look at it - > customer service agent handles the response and a   response is then sent back to the customer . 

 Selection of tool 

 It became important for us to track multiple customer queries through the process to see where the   “ constipation ” occurs . Visualization helped us to see the journey of a query through the process . It   helped the three teams in the organization to see what the other team does when it has the query in   hand . 

 Application 

 We created three manila posters on the wall . They represented the office , accounts team , and the   customer service team . We introduced 4 different queries from one customer into the process and   observed how they moved around . Whilst the office and customer service teams had one stop , the   accounts team had more than one . A query could be moved to accounts receivables or accounts   payable . From those departments , it would go to a sub - department depending on if the query is about   billing , deposit query , or request for statement . We realized that the bottleneck was in the accounts   department . It was akin to a python swallowing the prey . The process took too long and teams and   clients outside the accounts department did not have a clear understanding of why or when a task   would be completed . 

 Insights & Approach 

 We realized that the office and customer service teams set high expectations of when a query would be   resolved . When this was communicated to the client , the client would hold the organization to those   expectations . We have now tasked the accounts team to come up with a work flow that gives a more   realistic timeframe for sorting out customer queries . 

 Whilst doing the exercise , we realized that we were lacking a client ’s view of the process . It was agreed   that we need to redo the exercise with 2 - 4 customers as part of the team . With the customers , we will   take real life queries and they would give us their view in terms of time and the output they receive . We   also agreed that the accounts team would send 1 - 2 representatives from each sub - department so they   could advise us on their process .
### Output: 