Module 5: Stage 4 - Identify possible solutions
Storyboard Text
- Welcome back! In the previous module we began collecting data to confirm there was a problem, understand how big it was and have a baseline to work from. We then analysed our data to confirm we had in fact narrowed in on the correct root cause...identifying that a staggering 87% of customers were not aware of the alternate delivery options available. In this module we'll explore as many solutions as possible to solve the problem. Let's get started!
- Solutions...let's begin with the end in mind 'if the problem didn't exist what would we see/hear/do/feel?'. Let's ask the team.
- Customers are happy with our delivery service as xx% of parcels are received as arranged.
- Learner is prompted to click the button to ask the team the question: If the problem didn't exist what would we see/hear/do/feel?'.
- OUR CUSTOMERS TIME IS NO LONGER WASTED!
- We save xxx dollars and xxx hour a year because we no longer have to make compensation pay-outs or track missing packages.
- Great work! Now that we have a clear and measurable objective let's start looking at possible solutions to solve our problem.
- Each team member has 3 votes to cast for the solutions they believe are going to have the biggest impact on solving this problem and get them closer to their future state. Click on each team member to cast their votes...once they have voted drag and drop their solutions into the ballot box! * The votes will appear one at a time in running text to ensure the learners attention is drawn to the solution.
- Txt day before
- Package must be signed for
- Customer selects delivery option
- Leave a note to collect
- Email reminders
- Delivery options when ordering
- Reminder within 'x' days of delivery
- Note box on order form
- Package must be signed for
- Offer a variety of delivery options
- Have a comments box where customers can enter delivery requests
- Text reminders
- Well..the votes are in! Now it times to group them into the headings below. Click on the ballot box to reveal the votes. Drag and drop them under the correct heading.
- Reminder within 'x' days of delivery
- Email reminders
- Delivery options when ordering
- Have a comments box where customers can enter delivery requests
- Customer selects delivery option
- Text reminders
- Package must be signed for
- Package must be signed for
- Leave a note to collect
- Note box on order form
- Txt day before
- Offer a variety of delivery options
- Learners are required to drag and drop the votes under the correct heading. The end product will look like the below slide (incorrect labeling will result in the post-it returning to it's start position until it is placed correctly.
- Card to call
- Reminders
- Delivery instructions
- Email reminders
- Leave a note to collect
- Text reminders
- Card to call
- Reminders
- Reminder within 'x' days of delivery
- Package must be signed for
- Txt day before
- Package must be signed for
- Note box on order form
- Offer a variety of delivery options
- Customer selects delivery option
- Delivery Instructions
- Delivery options when ordering
- Have a comments box where customers can enter delivery requests
- Great work! Voting gives everyone a voice and is an indicator of the collective thinking of the group. Now that we've identified our possible solutions it time to assess our solutions and select one to implement. This all happens in Stage 5 of the problem solving process where we create an action plan to test and implement our solution. Let's take a closer look!
- Stage 5 - Select and assess a solution
- Effort to implement
- High
- Low
- The payoff matrix is a tool used to prioritise your solution based upon the effort to implement the solution and the benefit for our customers. * Quadrants have been removed to draw attention to the vertical and horizontal axis.
- Benefit to the customer
- Pay-off matrix
- High
- Effort to implement
- High
- Low
- Solutions are then placed on the chart according to the groups perceived effort to implement and benefit to the customer. Solutions that fall closer to the 'low' on the 'effort to implement' and 'high' on the 'benefit to customer' axis are the logical choice.
- Dismiss
- Benefit to the customer
- Challenge
- Possible
- Implement
- High
- Now that we've been introduced to the pay-off matrix as a means of prioritising solution ideas...let's apply it to our problem.
- Based on the results of the multi-vote; team members decided to start with the solutions that received the most ballots. Click on each of the votes to check the teams reasoning.
- Effort to implement
- High
- Low
- Dismiss
- Card to call
- Challenge
- Benefit to the customer
- Pay-off matrix
- Possible
- Implement
- Text reminders
- Delivery instructions
- Effort to implement
- High
- High
- Low
- Benefit to the customer
- Clicking each vote as displayed in the previous slide will trigger a team member to appear. Each team member will give a reason for the position of the vote on the chart based upon the collective thinking of the group. This will be based on 'cost/quality/service'.
- Pay-off matrix
- Challenge
- Card to call
- Dismiss
- Text reminders
- Possible
- Implement
- Delivery instructions
- High
- Now that we've selected our solution we need to plan out what and how to implement it and agree on the time frame. Let's take the practical solution from the pay-off matrix and get the team to complete an action plan.
- It is clear that implementation tasks are to be allocated to team members with defined due dates (as per the CI Workbook). I would like some guidance from a subject matter perspective as to how best to approach this piece. All recommendations are welcome :-)
- Module 5: Stage 4 - Identify Possible Solutions Stage 5 - Select and Assess a Solution
- Welcome to Module 5! By the end of this module you will be able to:
- •Know what to consider when thinking about solutions •Understand how to identify a viable solution
Image Attributions
- check - PNASH - (License Attribution )
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