Reflection – Complaint handling enhancement by using the 

 visualization tool 

 Challenge & Selection   I am working in a retail company and responsible for the service   improvement project management . Recently , I have received many   feedbacks from the front - line Customer Service , Shop Sales and   management staffs that they are facing difficulty on Complaint handling   process especially when the complaint has to escalate to another party ,   seeking for the management advice or submit waive approval request for   the management approval . The poor internal communication process   usually causes service delay which has impact on the end - customer   complaint handling experience . Besides , the disordered communication   makes management staffs not able to understand the full picture of the   complaints and to make a right decision because email is a unique   communication channel and there is no systematic way to save and   review all of the complaints data . The management also have no way to   analyze the data then to identify improvement area for service   improvement .   After quickly understanding of their problem background , I decided to   use Visualization tool to deeply understand the problem among different   stakeholder groups . I have invited different stakeholders and used the   straw man visualization with setting few questions for group discussion .   Through - out defining the scope , key elements and relationship , the   stakeholders are able to put into other ’s shoes so that they are able to   learn and understand each other ’s pain points and identify the solutions   from another point of view .       Application   I draw few straw man graphics basing on the stakeholder categories   ( front - line Customer Service , Shop Sales and management ) on a poster   size papers and stated few questions near the straw man : 

 l Activities – What happen ? What are he / she doing ? What is 

 his / her task ? What are his activities ? How ’s the status before   and after the activities ? 

 l Interaction – What is the interaction channel ? Is he / she using 

 any system / interface ? How ’s he / she interact with other parties ?   What is the interaction flow ? 

 l Objects – Is he / she using any device ? What is the user 

 environment / location ? 

 l User – What is his / her role ? Who will react on his / her action ?   l Pain point – Why he / she is not feeling good on the existing 

 handling method and workflow ? What is his / her concern ? 

 l Want – What he / she wants ? What is his / her target ? 

 I divided the stakeholders into 3 groups and each group representing one   stakeholder group . I distribute the straw man poster to each group , and   they have 60 min to write their answers on the poster directly . Once the   exercise has been completed , those 3 straw man posters will be posting   on the wall together . Each team representative present their answers   and other teams provide an insight and additional information to make   the information on each poster completely . During the session , I am   consolidating their insight , commonalities and feedback then revised the   posters and seek for their agreement of the changes .      Insight and Approach     What I learned is that from using this visualization tool , it can easily lead   the discussion and thinking direction of the group members , especially   when they have no clue , this diagram and the set questions can help and   inspire them . In addition , through group discussions , they can increase   interaction and learn about everyone ’s different ideas , thereby   increasing empathy and becoming pertinent to the problem ’s point of   view . This mode of thinking can also improve the working culture in the   long run . And through using this visualization tool , we can also quickly   find out the problems and pain points faced by the customers , which can   help us create more accurate follow - up solutions .   I will use this valuable graphic in different customer experience   enhancement projects in the future as this tool could help different   internal parties 360 degree review customers situation especially identify   the customer ’s pain point effectively . 


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 – Complaint handling enhancement by using the 

 visualization tool 

 Challenge & Selection   I am working in a retail company and responsible for the service   improvement project management . Recently , I have received many   feedbacks from the front - line Customer Service , Shop Sales and   management staffs that they are facing difficulty on Complaint handling   process especially when the complaint has to escalate to another party ,   seeking for the management advice or submit waive approval request for   the management approval . The poor internal communication process   usually causes service delay which has impact on the end - customer   complaint handling experience . Besides , the disordered communication   makes management staffs not able to understand the full picture of the   complaints and to make a right decision because email is a unique   communication channel and there is no systematic way to save and   review all of the complaints data . The management also have no way to   analyze the data then to identify improvement area for service   improvement .   After quickly understanding of their problem background , I decided to   use Visualization tool to deeply understand the problem among different   stakeholder groups . I have invited different stakeholders and used the   straw man visualization with setting few questions for group discussion .   Through - out defining the scope , key elements and relationship , the   stakeholders are able to put into other ’s shoes so that they are able to   learn and understand each other ’s pain points and identify the solutions   from another point of view .       Application   I draw few straw man graphics basing on the stakeholder categories   ( front - line Customer Service , Shop Sales and management ) on a poster   size papers and stated few questions near the straw man : 

 l Activities – What happen ? What are he / she doing ? What is 

 his / her task ? What are his activities ? How ’s the status before   and after the activities ? 

 l Interaction – What is the interaction channel ? Is he / she using 

 any system / interface ? How ’s he / she interact with other parties ?   What is the interaction flow ? 

 l Objects – Is he / she using any device ? What is the user 

 environment / location ? 

 l User – What is his / her role ? Who will react on his / her action ?   l Pain point – Why he / she is not feeling good on the existing 

 handling method and workflow ? What is his / her concern ? 

 l Want – What he / she wants ? What is his / her target ? 

 I divided the stakeholders into 3 groups and each group representing one   stakeholder group . I distribute the straw man poster to each group , and   they have 60 min to write their answers on the poster directly . Once the   exercise has been completed , those 3 straw man posters will be posting   on the wall together . Each team representative present their answers   and other teams provide an insight and additional information to make   the information on each poster completely . During the session , I am   consolidating their insight , commonalities and feedback then revised the   posters and seek for their agreement of the changes .      Insight and Approach     What I learned is that from using this visualization tool , it can easily lead   the discussion and thinking direction of the group members , especially   when they have no clue , this diagram and the set questions can help and   inspire them . In addition , through group discussions , they can increase   interaction and learn about everyone ’s different ideas , thereby   increasing empathy and becoming pertinent to the problem ’s point of   view . This mode of thinking can also improve the working culture in the   long run . And through using this visualization tool , we can also quickly   find out the problems and pain points faced by the customers , which can   help us create more accurate follow - up solutions .   I will use this valuable graphic in different customer experience   enhancement projects in the future as this tool could help different   internal parties 360 degree review customers situation especially identify   the customer ’s pain point effectively .
### Output: 