Peer- Graded Assignment 

 Challenge       I am a Management Consultant and help clients in improving their business processes . While 

 working with one of my client , who was dealing with high value industrial products , there was an   issue identified with the ‘ Customer Service ’ . Customers complained of delays in resolution of their   issues , running beyond the company ’s committed turnaround time and on the other hand the   service team felt that they were able to resolve customer complaints as per the company ’s   committed turnaround time . The service team even showed the complaint log to confirm the same .   The client was not able to understand this dichotomy and while they were willing to increase the   number of service engineers to improve customer service , they also felt that it may not solve the   problem as the existing service engineers were not fully utilized .     Selection        To understand this problem , I used the ‘ Visualization ’ tool as it helps to achieve a common 

 understanding of the problem amongst all the different stakeholders involved , before attempting to   identify different possible solutions to the problem . 

 Application       I decided to first understand the customer complaint and resolution process . For this I 

 conducted interviews with different stakeholders like customers , service head , service engineers and   sales engineers . After understanding the customer complaint and resolution process , next step was   to create a ‘ Process Map ’ or a visual representation of the process along with all the different   stakeholders sitting together in one room . Once the process map was created using visio , everybody   got the same view of the problem and started understanding the perspective of the other   stakeholders .     Insight & Approach       It came to light that the customer would inform the sales engineer , who had sold them the 

 product and not the customer service team directly . This was happening due to lack of awareness   about the company ’s customer service contact coordinates . The sales engineer would draft a mail   and send the customer and complaint details to the customer service team . Whenever the sales   engineer was in office he could mail the details immediately , but when he was in the field , he would   send the mail only towards the end of the day . The service team would see the mail on next working   day and enter that time as time of receipt of complaint , whereas the customer would start   calculating the time from the instance that he had informed the sales engineer about the issue . So   while the service team was able to resolve the complaint within the committed turnaround time ,   from the time of their receipt of complaint , for the customer the resolution time was in many cases   higher by upto a day .   Creation of the process map with time taken for each activity immediately   helped the client team understand the dichotomy and the different perspective of the customer and   the customer service team on the same issue .       The team then started looking at ways to increase awareness about the company ’s customer 

 service contact coordinates and encourage customers to approach the customer service team   directly and not through the sales engineer . When contacted by the customer for complaints , the   sales engineers also started asking customers to log a complaint with the customer service team 

 directly . Sales engineers would help the customers with the contact coordinates of the customer   service team , in case the customer did not have them .        The ‘ Design Thinking ’ course has made me see the Visualization and other tools in a new 

 light . While I have used some of these tools before , now I can use them systematically , at the right   time and for the appropriate situation . I found the Visualization tool particularly appealing as it   brings all the stakeholders on the same page and helps them come up with a solution addressing the   concerns of all the stakeholders instead of them identifying the solution for their individual   perspective which might not necessarily be the best possible solution . 


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: Peer- Graded Assignment 

 Challenge       I am a Management Consultant and help clients in improving their business processes . While 

 working with one of my client , who was dealing with high value industrial products , there was an   issue identified with the ‘ Customer Service ’ . Customers complained of delays in resolution of their   issues , running beyond the company ’s committed turnaround time and on the other hand the   service team felt that they were able to resolve customer complaints as per the company ’s   committed turnaround time . The service team even showed the complaint log to confirm the same .   The client was not able to understand this dichotomy and while they were willing to increase the   number of service engineers to improve customer service , they also felt that it may not solve the   problem as the existing service engineers were not fully utilized .     Selection        To understand this problem , I used the ‘ Visualization ’ tool as it helps to achieve a common 

 understanding of the problem amongst all the different stakeholders involved , before attempting to   identify different possible solutions to the problem . 

 Application       I decided to first understand the customer complaint and resolution process . For this I 

 conducted interviews with different stakeholders like customers , service head , service engineers and   sales engineers . After understanding the customer complaint and resolution process , next step was   to create a ‘ Process Map ’ or a visual representation of the process along with all the different   stakeholders sitting together in one room . Once the process map was created using visio , everybody   got the same view of the problem and started understanding the perspective of the other   stakeholders .     Insight & Approach       It came to light that the customer would inform the sales engineer , who had sold them the 

 product and not the customer service team directly . This was happening due to lack of awareness   about the company ’s customer service contact coordinates . The sales engineer would draft a mail   and send the customer and complaint details to the customer service team . Whenever the sales   engineer was in office he could mail the details immediately , but when he was in the field , he would   send the mail only towards the end of the day . The service team would see the mail on next working   day and enter that time as time of receipt of complaint , whereas the customer would start   calculating the time from the instance that he had informed the sales engineer about the issue . So   while the service team was able to resolve the complaint within the committed turnaround time ,   from the time of their receipt of complaint , for the customer the resolution time was in many cases   higher by upto a day .   Creation of the process map with time taken for each activity immediately   helped the client team understand the dichotomy and the different perspective of the customer and   the customer service team on the same issue .       The team then started looking at ways to increase awareness about the company ’s customer 

 service contact coordinates and encourage customers to approach the customer service team   directly and not through the sales engineer . When contacted by the customer for complaints , the   sales engineers also started asking customers to log a complaint with the customer service team 

 directly . Sales engineers would help the customers with the contact coordinates of the customer   service team , in case the customer did not have them .        The ‘ Design Thinking ’ course has made me see the Visualization and other tools in a new 

 light . While I have used some of these tools before , now I can use them systematically , at the right   time and for the appropriate situation . I found the Visualization tool particularly appealing as it   brings all the stakeholders on the same page and helps them come up with a solution addressing the   concerns of all the stakeholders instead of them identifying the solution for their individual   perspective which might not necessarily be the best possible solution .
### Output: 