Reflection – 360 View 

 Challenge 

 I was working in Supply Chain Solutions company and was a part of Analytics Team . Our Client was a   global giant in computer and related appliances . We were working on the Cost Reduction project .   Our project scope was to analyse the logs between customer and tech support to find out   possibilities to reduce calls which will result in cost reduction as it was eating big chunk of money for   our client . No were working on multiple models such as top issues , dispatches etc and suggesting   improvements in this process to reduce the issues . But so far , the client was not happy with results   and was growing impatient . As this was our main client and having multiple projects , we could n’t   risk losing this . So , we decided to go with new approach and bring some design thinking and   innovation . 

 Selection 

 So , we went through discussion with different stakeholders and came out with the 360 - degree   approach or End to End approach . We decided to study end top end customer journey and use input   from different other teams which were working with same client . 

 Application 

 First , we wanted to decide which aspects we wanted to focus on which could lead us to develop a   solid process . We had meeting with different stakeholders to understand the working of   organization on broader level . From this meeting we came to conclusion that we need to focus on   Technical as well as Operation front . So from technical point we decide to select high density logs   and to analyse each log from start to end i.e whole customer journey from customer first call till the   issue resolved . By this approach we get to know the exact reasons of dragging calls for time and   delaying resolutions . Surprisingly we get to know the faults in their Operational policies also with   technical . 

 To get solution on this we arranged workshop with their technical teams and put Infront output   which includes the best possible steps to resolve issue fast and effectively . We analysed many   records and collectively came to these steps . Technical teams also were ready to accept the   approach . Also we gave feedback to operation teams to make positive changes and some inventive   steps so that customer will also be happy . Our Insights based on this new approach were accepted   by client and were looking optimistic . 

 Insight & Approach 

 By applying this new approach , we identified some process gaps in their operations such as not   following set rules , different solutions for same issues , not thinking from customer point of view etc .   After applying our suggestions , the number of calls were drastically reduced as issues were resolving   soon as well operational revamp which also reduced customer calls as it was easy for customer to   get required information without calling . We suggested some changes in website also so that   customer can do some self - troubleshooting for simple issues instead of calling and easy way to order   parts . 

 Incorporating these changes resulted very profitable for the client and was very happy and our team   received appreciation for the same as it was very critical project .   Going forward our approach will   be not looking from one point of view but to analyse from 360 view to get the complete picture we   might miss by general comprehension . 


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 – 360 View 

 Challenge 

 I was working in Supply Chain Solutions company and was a part of Analytics Team . Our Client was a   global giant in computer and related appliances . We were working on the Cost Reduction project .   Our project scope was to analyse the logs between customer and tech support to find out   possibilities to reduce calls which will result in cost reduction as it was eating big chunk of money for   our client . No were working on multiple models such as top issues , dispatches etc and suggesting   improvements in this process to reduce the issues . But so far , the client was not happy with results   and was growing impatient . As this was our main client and having multiple projects , we could n’t   risk losing this . So , we decided to go with new approach and bring some design thinking and   innovation . 

 Selection 

 So , we went through discussion with different stakeholders and came out with the 360 - degree   approach or End to End approach . We decided to study end top end customer journey and use input   from different other teams which were working with same client . 

 Application 

 First , we wanted to decide which aspects we wanted to focus on which could lead us to develop a   solid process . We had meeting with different stakeholders to understand the working of   organization on broader level . From this meeting we came to conclusion that we need to focus on   Technical as well as Operation front . So from technical point we decide to select high density logs   and to analyse each log from start to end i.e whole customer journey from customer first call till the   issue resolved . By this approach we get to know the exact reasons of dragging calls for time and   delaying resolutions . Surprisingly we get to know the faults in their Operational policies also with   technical . 

 To get solution on this we arranged workshop with their technical teams and put Infront output   which includes the best possible steps to resolve issue fast and effectively . We analysed many   records and collectively came to these steps . Technical teams also were ready to accept the   approach . Also we gave feedback to operation teams to make positive changes and some inventive   steps so that customer will also be happy . Our Insights based on this new approach were accepted   by client and were looking optimistic . 

 Insight & Approach 

 By applying this new approach , we identified some process gaps in their operations such as not   following set rules , different solutions for same issues , not thinking from customer point of view etc .   After applying our suggestions , the number of calls were drastically reduced as issues were resolving   soon as well operational revamp which also reduced customer calls as it was easy for customer to   get required information without calling . We suggested some changes in website also so that   customer can do some self - troubleshooting for simple issues instead of calling and easy way to order   parts . 

 Incorporating these changes resulted very profitable for the client and was very happy and our team   received appreciation for the same as it was very critical project .   Going forward our approach will   be not looking from one point of view but to analyse from 360 view to get the complete picture we   might miss by general comprehension .
### Output: 