Reflection- Mind Mapping 

 Challenge   Recently , I was a stream leader in an consulting assignment with a team of two consultants at a Consumer Durable   Client in India . The client is a leader in manufacturing and distribution of Reverse Osmosis ( RO ) Water Filters and   was the first one to offer this product in Indian market . The product is used by every middle and upper class   household for filtering the water and makes it fit for drinking . The product uses many consumables ( like filters ,   membranes etc . ) which requires regular servicing and also has many electro mechanical parts which can   breakdown due to incorrect handling or many other external factors ( like Voltage Fluctuation , Pressure burst in   supply pipes etc . ) . In view of above , the client has a dedicated after - sales department which takes care of servicing   needs of the their products across the country . The customer facing teams in this department include a captive call   centre and a large fleet of field service team which manages the servicing of the sold RO filters . In the past , the   client was witnessing decrease in sales growth due to increased competition and below average customer   satisfaction in after - sales experience . A market research survey conducted by an agency also suggested that the   customer ranks after - sales experience as the second parameter in their purchase criteria while making a purchase   of the filter ( first one being the price ) . 

 In view of above , the team brainstormed internally and defined the objective of the project as 

 “ To carry out an after - sales transformation to achieve the following 3 goals in order of priority : 

 ·   Provide a best - in - class after - sales experience to the customer 

 ·   Significantly enhance employee productivity within the after - sales department 

 ·   Provide a best - in - class experience to the after - sales call centre executive ( CCE ) and field executive ( FE )   throughout the process . ” 

 Selection   We started the project by first understanding the current after - sales process and then gathered insights around   the issues and challenges through Data Analysis ; Ethnographic Interviews of each type of customer persona ;   Shadowing the CCE & FE ; Focus Group Discussions with CCE and FE ; Face to Face interviews of Call Centre , Field   Managers and Backend teams ; Mystery shopping on competitor ’s processes .   We then decided to present all the gathered qualitative and quantitative insights in form of a mind mapping   workshop as it is one of the most powerful tools in the design thinker ’s toolbox . This can be used for looking for   patterns and insights , which can lead to more creative solutions . Broadly speaking , mind mapping is a tool that can   be used for looking patterns and insights in the large quantity of quantitative and qualitative data that the team   has collected during the “ What is ” phase . 

 Application   We started this work by creating as - is journey of the customer across touch points and channels , collated   ethnographic interview insights , data analysis insights ( in form of charts , frequency plots , regression results ) etc ..   We took a print of these on A3 sheets and pasted them on a large wall of a meeting room . We invited all the   stakeholders i.e. Board members , CEO , COO , National Service Heads , Regional Service Heads , FEs , CCEs and   managers to the mind mapping workshop and gave them a walkthrough of the all the material .   We also handed over a bunch of post - it slips to workshop participants of three different colors - one each for   Customer Experience , Productivity and Employee Experience - our design themes . We asked them to browse   through the entire gallery and stick post - its across the 3 themes on the charts with all the insights and innovative   ideas that come in their minds . After this , we grouped all the workshop participants in four groups of 5 members   each and asked them to discuss the list of insights among the group and translate them into design criteria . The   group was then asked to present it the entire group across the three themes one by one . The group also 

 questioned few insights to go deeper and know the exact reason behind it and tried to come up with design   criteria which could address the underlying issue . By the end of this workshop , we had an exhaustive list of insights   and design criteria agreed upon by the group . 

 Insight and Approach   Mind mapping is one of the efficient methods to organize ideas and analyze complex situations and organize all of   these in a formation and in a brain friendly method . It helps in understanding ideas and collaborate during the   meetings . The creative intuitive mind - mapping workshop we conducted turned to be a great way to align the   organization around a common understanding of current states , underlying issues and challenges . This was also a   big help to the team as we moved forward to the “ What if ” phase , as we had a bouquet of design criteria and   many high level solutions ( which got discussed in the workshop ) which resonated well with all stakeholders . As we   progress into the “ What if ” phase , the team will now brainstorm in smaller teams and come up with solutions   which satisfy the design criteria . The team will then create napkin pitches for each of the solution and present it to   the client for prioritization and prototyping .   The only issue we faced during the mind mapping workshop was that at times the participants start getting into   the solution rather than thinking of a design criteria . Next time , in order to avoid such discussions we will have a 2   minute briefing on what is expected from the workshop and what is the difference between a design criteria and   solution .   This course helped me in structuring this project in a new and more engaging way . Earlier we used have 80 - 100   page report which we used to run past through the client , but this was more brain friendly and stakeholder   friendly . Moving forward , I will now use this in all my engagements ! ! 


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   Recently , I was a stream leader in an consulting assignment with a team of two consultants at a Consumer Durable   Client in India . The client is a leader in manufacturing and distribution of Reverse Osmosis ( RO ) Water Filters and   was the first one to offer this product in Indian market . The product is used by every middle and upper class   household for filtering the water and makes it fit for drinking . The product uses many consumables ( like filters ,   membranes etc . ) which requires regular servicing and also has many electro mechanical parts which can   breakdown due to incorrect handling or many other external factors ( like Voltage Fluctuation , Pressure burst in   supply pipes etc . ) . In view of above , the client has a dedicated after - sales department which takes care of servicing   needs of the their products across the country . The customer facing teams in this department include a captive call   centre and a large fleet of field service team which manages the servicing of the sold RO filters . In the past , the   client was witnessing decrease in sales growth due to increased competition and below average customer   satisfaction in after - sales experience . A market research survey conducted by an agency also suggested that the   customer ranks after - sales experience as the second parameter in their purchase criteria while making a purchase   of the filter ( first one being the price ) . 

 In view of above , the team brainstormed internally and defined the objective of the project as 

 “ To carry out an after - sales transformation to achieve the following 3 goals in order of priority : 

 ·   Provide a best - in - class after - sales experience to the customer 

 ·   Significantly enhance employee productivity within the after - sales department 

 ·   Provide a best - in - class experience to the after - sales call centre executive ( CCE ) and field executive ( FE )   throughout the process . ” 

 Selection   We started the project by first understanding the current after - sales process and then gathered insights around   the issues and challenges through Data Analysis ; Ethnographic Interviews of each type of customer persona ;   Shadowing the CCE & FE ; Focus Group Discussions with CCE and FE ; Face to Face interviews of Call Centre , Field   Managers and Backend teams ; Mystery shopping on competitor ’s processes .   We then decided to present all the gathered qualitative and quantitative insights in form of a mind mapping   workshop as it is one of the most powerful tools in the design thinker ’s toolbox . This can be used for looking for   patterns and insights , which can lead to more creative solutions . Broadly speaking , mind mapping is a tool that can   be used for looking patterns and insights in the large quantity of quantitative and qualitative data that the team   has collected during the “ What is ” phase . 

 Application   We started this work by creating as - is journey of the customer across touch points and channels , collated   ethnographic interview insights , data analysis insights ( in form of charts , frequency plots , regression results ) etc ..   We took a print of these on A3 sheets and pasted them on a large wall of a meeting room . We invited all the   stakeholders i.e. Board members , CEO , COO , National Service Heads , Regional Service Heads , FEs , CCEs and   managers to the mind mapping workshop and gave them a walkthrough of the all the material .   We also handed over a bunch of post - it slips to workshop participants of three different colors - one each for   Customer Experience , Productivity and Employee Experience - our design themes . We asked them to browse   through the entire gallery and stick post - its across the 3 themes on the charts with all the insights and innovative   ideas that come in their minds . After this , we grouped all the workshop participants in four groups of 5 members   each and asked them to discuss the list of insights among the group and translate them into design criteria . The   group was then asked to present it the entire group across the three themes one by one . The group also 

 questioned few insights to go deeper and know the exact reason behind it and tried to come up with design   criteria which could address the underlying issue . By the end of this workshop , we had an exhaustive list of insights   and design criteria agreed upon by the group . 

 Insight and Approach   Mind mapping is one of the efficient methods to organize ideas and analyze complex situations and organize all of   these in a formation and in a brain friendly method . It helps in understanding ideas and collaborate during the   meetings . The creative intuitive mind - mapping workshop we conducted turned to be a great way to align the   organization around a common understanding of current states , underlying issues and challenges . This was also a   big help to the team as we moved forward to the “ What if ” phase , as we had a bouquet of design criteria and   many high level solutions ( which got discussed in the workshop ) which resonated well with all stakeholders . As we   progress into the “ What if ” phase , the team will now brainstorm in smaller teams and come up with solutions   which satisfy the design criteria . The team will then create napkin pitches for each of the solution and present it to   the client for prioritization and prototyping .   The only issue we faced during the mind mapping workshop was that at times the participants start getting into   the solution rather than thinking of a design criteria . Next time , in order to avoid such discussions we will have a 2   minute briefing on what is expected from the workshop and what is the difference between a design criteria and   solution .   This course helped me in structuring this project in a new and more engaging way . Earlier we used have 80 - 100   page report which we used to run past through the client , but this was more brain friendly and stakeholder   friendly . Moving forward , I will now use this in all my engagements ! !
### Output: 