Direct Communication for Field Service Operations 

 Reflection - Design thinking using Visualization 

 Problem Statement / Challenge : Field engineers and the technical support   team did not have a direct communication medium . All the exchange of 

 communication would be done by using emails or phone calls . This would   cause delay in first visit fixes which were necessary to meet the customer 

 SLA ’s ( service level agreements ) to avoid penalties and keeping the customer 

 satisfied . The field engineers are based globally and are supported by a 

 backend team ’s in the regions to provide the necessary technical support at   the time field intervention at customer sites . There was a need to for instant 

 communication challan between the technical support team and field 

 engineers . It was necessary to identify how this need could be fulfilled so that 

 the field engineers and supports teams can work collaboratively in sync to 

 provide real - time to support the customers . 

 Tool / Method Selection : I choose Visualization technique to map the current   process of communication between the Field Engineers and the Technical   Support Teams using process mapping using Visio and the cost based on   time and motion study was captured . I choose this technique because I could   understand the pain what the stakeholders where struggling through in there   day to day life to work towards a better customer experience by talking to   them . I could relate to the same experience / pain while I was struggling   through my Mac book to fix the software issues in it and how the Apple   support team tried hard to fix it and that was only possible as they could   communicate and access my Mac - book online directly . I could visualize both   the scenario were very similar in nature and this idea could provide the users   a better experiencing in supporting the field engineers and thereby giving a 

 better customer experience . 

 Application : I choose Visualization technique to map the current process of   communication between the Field Engineers and the Technical Support   Teams using process mapping using Visio . I identified what are the needs of   the field engineers during field intervention at customer sites , what type of   information or technical support does the field engineer needs to complete   the job at the customer site . After my discussion with the field service   management GPO ( global process owner ) and other stakeholders , few field   service engineers and technical support team member I proposed a solution   of a Chat portal and designed a first cut slide pack of portal process map on   a power point presentation and the various screen ( Login screen , choosing   support team region , chat dashboard on live , active and missed chats   support team users etc . ) in the portal and Chat initiation page in the field   engineers mobile application , the proposal was accepted after few iterations 

 on the process , portal and chat page design . 

 The modalities on where the chatting feature should be provided to the field   service engineers mobile application and what information should appear   when the chat is initiated for the technical support team to pull out the   desired requirement and address the issue , where should the technical   support team agent view the alert in the backend tool that a field engineers is   seeking and accept the chat invitation to provide necessary support to the   field engineer . How to engage a SME ( subject matter expert ) and bring him   on the same chat room , when required to address a technical issue for a   solution , while SME is on leave / traveling or off working hours were discussed ,   risks and challenges were identified and a discussion on how to leverage on   NLP ( natural language programming ) and AR ( augmented reality ) based 

 technologies were also discussed and agreed . 

 All the details were clearly ideated , captured and agreed with the process   owner and were captured in a BRD(Business Requirement Document ) a new   project was approved showing up the necessary cost & benefits inclusive of   projected benefits on employee and customer experience . 

 The project was launched in an agile methodology by adding the user stories   and delivers agreed on bi - weekly sprints . The idea , process & design was   shared & explained to the project team . New features and functionalities were   discussed with the developer during the user story grooming sessions , while   they provided their inputs on improvising on the design and making it better 

 for user ’s experience . 

 Insight : I could visualize what idea can be adopted from my experience but to   provide shape to the idea and to gain acceptance it was necessary to provide   a story behind the idea and to elaborate on explaining the idea in a more   intelligible and evident way . And the only way to do it was to do it was to 

 think in a non - verbal way and show it to the stakeholders and process owner . 

 The idea also needed necessary questioning and skepticism so that it can be   refined to suite the requirement . While sharing the idea it also came across   that a similar tool can be scaled to other business units where there is a   need . Engagement , alignment and curation with the stakeholders removed 

 the friction and fast tracked the idea to materialize as a project . 

 Approach : I could have tried some other design thinking techniques like story 

 telling . Although I think I used storytelling by way of using visualization . 

 I think story telling about relating to my experience can further be improvised   by asking other members also to pitch in with their stories and the pain areas 

 and how they could achieve better results by using design thinking & ideation . 

 I think all the techniques of Design Thinking can be used in our lives in 

 different ways to improve it and make it better . 


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: Direct Communication for Field Service Operations 

 Reflection - Design thinking using Visualization 

 Problem Statement / Challenge : Field engineers and the technical support   team did not have a direct communication medium . All the exchange of 

 communication would be done by using emails or phone calls . This would   cause delay in first visit fixes which were necessary to meet the customer 

 SLA ’s ( service level agreements ) to avoid penalties and keeping the customer 

 satisfied . The field engineers are based globally and are supported by a 

 backend team ’s in the regions to provide the necessary technical support at   the time field intervention at customer sites . There was a need to for instant 

 communication challan between the technical support team and field 

 engineers . It was necessary to identify how this need could be fulfilled so that 

 the field engineers and supports teams can work collaboratively in sync to 

 provide real - time to support the customers . 

 Tool / Method Selection : I choose Visualization technique to map the current   process of communication between the Field Engineers and the Technical   Support Teams using process mapping using Visio and the cost based on   time and motion study was captured . I choose this technique because I could   understand the pain what the stakeholders where struggling through in there   day to day life to work towards a better customer experience by talking to   them . I could relate to the same experience / pain while I was struggling   through my Mac book to fix the software issues in it and how the Apple   support team tried hard to fix it and that was only possible as they could   communicate and access my Mac - book online directly . I could visualize both   the scenario were very similar in nature and this idea could provide the users   a better experiencing in supporting the field engineers and thereby giving a 

 better customer experience . 

 Application : I choose Visualization technique to map the current process of   communication between the Field Engineers and the Technical Support   Teams using process mapping using Visio . I identified what are the needs of   the field engineers during field intervention at customer sites , what type of   information or technical support does the field engineer needs to complete   the job at the customer site . After my discussion with the field service   management GPO ( global process owner ) and other stakeholders , few field   service engineers and technical support team member I proposed a solution   of a Chat portal and designed a first cut slide pack of portal process map on   a power point presentation and the various screen ( Login screen , choosing   support team region , chat dashboard on live , active and missed chats   support team users etc . ) in the portal and Chat initiation page in the field   engineers mobile application , the proposal was accepted after few iterations 

 on the process , portal and chat page design . 

 The modalities on where the chatting feature should be provided to the field   service engineers mobile application and what information should appear   when the chat is initiated for the technical support team to pull out the   desired requirement and address the issue , where should the technical   support team agent view the alert in the backend tool that a field engineers is   seeking and accept the chat invitation to provide necessary support to the   field engineer . How to engage a SME ( subject matter expert ) and bring him   on the same chat room , when required to address a technical issue for a   solution , while SME is on leave / traveling or off working hours were discussed ,   risks and challenges were identified and a discussion on how to leverage on   NLP ( natural language programming ) and AR ( augmented reality ) based 

 technologies were also discussed and agreed . 

 All the details were clearly ideated , captured and agreed with the process   owner and were captured in a BRD(Business Requirement Document ) a new   project was approved showing up the necessary cost & benefits inclusive of   projected benefits on employee and customer experience . 

 The project was launched in an agile methodology by adding the user stories   and delivers agreed on bi - weekly sprints . The idea , process & design was   shared & explained to the project team . New features and functionalities were   discussed with the developer during the user story grooming sessions , while   they provided their inputs on improvising on the design and making it better 

 for user ’s experience . 

 Insight : I could visualize what idea can be adopted from my experience but to   provide shape to the idea and to gain acceptance it was necessary to provide   a story behind the idea and to elaborate on explaining the idea in a more   intelligible and evident way . And the only way to do it was to do it was to 

 think in a non - verbal way and show it to the stakeholders and process owner . 

 The idea also needed necessary questioning and skepticism so that it can be   refined to suite the requirement . While sharing the idea it also came across   that a similar tool can be scaled to other business units where there is a   need . Engagement , alignment and curation with the stakeholders removed 

 the friction and fast tracked the idea to materialize as a project . 

 Approach : I could have tried some other design thinking techniques like story 

 telling . Although I think I used storytelling by way of using visualization . 

 I think story telling about relating to my experience can further be improvised   by asking other members also to pitch in with their stories and the pain areas 

 and how they could achieve better results by using design thinking & ideation . 

 I think all the techniques of Design Thinking can be used in our lives in 

 different ways to improve it and make it better .
### Output: 