Module 4: Stage 3 - Collect data and understand what it means
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- Indicates narration
- Welcome back! In the previous module we looked at all of the possible causes of our problem and applied the fishbone method to group them into similiar themes. We then analysed our fishbone by asking the question 'why' 5 times to further investigate the root cause and come up with an actionable item. In this module we'll work with the team and collect data to confirm; there is a problem, understand how big it is, have a baseline to work from and confirm we have identified the correct root cause. Let's get started!
- Stage 3: Collect data and understand what it means
- So why bother collecting data? Collecting data will help to quantify there is a problem and to give us a baseline to measure our improvements against. You may be asking yourself 'what' data do we need to collect ? Let's revisit some of the tools we have used so far to give us some clues and come up with a plan.
- Kipling helped us to describe the situation as specifically as possible to understand why we would want to solve the problem. Let's start there.
- Learners will click a button to ask the question highlighted in blue. Several of the answers from Kipling will appear and learners will be required to select the correct response at which time a 'success' caption will appear prompting them to the next question (why?) The correct answer is displayed on the whiteboard for SME review purposes only
- WHAT: Customers are not happy with our delivery service and are calling our service centre to complain about missing packages.
- Click to ask a question
- What is the problem?
- What waste is created?
- Learners will click a button to ask the highlighted questions'. Several of the answers from Kipling will appear and learners will be required to select the correct response at which time a 'success' caption will appear prompting them to the next question (when?) The correct answer is displayed on the whiteboard for SME review purposes only
- WHY: It wastes our customers time when they call us to complain and they then take extra time to be at home waiting for re-deliveries. It costs the company money in compensation pay-outs and we lose xxx business hours trying to locate missing packages. It damages the company's reputation and we lose customers and delivery contracts.
- Why is it a problem we would want to solve?
- Click to ask a question
- Learners will click a button to ask the highlighted question'. Several of the answers from Kipling will appear and learners will be required to select the correct response at which time a 'success' caption will appear prompting them to the next question (how?) The correct answer is displayed on the whiteboard for SME review purposes only
- WHEN: We receive complaints about missing packages xx times a day on average which increases to xx times a day in periods of high demand.
- When is it a problem? How often does it happen?
- Click to ask a question
- Learners will click a button to ask the highlighted question'. Several of the answers from Kipling will appear and learners will be required to select the correct response at which time a 'success' caption will appear prompting them to the next question (where?) The correct answer is displayed on the whiteboard for SME review purposes only
- HOW: The customers time is wasted and they are also impacted both financially and emotionally.
- Click to ask a question
- How does the problem impact our customers?
- Learners will click a button to ask the highlighted question'. Several of the answers from Kipling will appear and learners will be required to select the correct response at which time a 'success' caption will appear prompting them to the next question (who?) The correct answer is displayed on the whiteboard for SME review purposes only
- WHERE: Service centres, accounts department, track and trace sections and the delivery department.
- Click to ask a question
- Where is it a problem?
- Learners will click a button to ask the highlighted question'. Several of the answers from Kipling will appear and learners will be required to select the correct response at which time a 'success' caption will appear. The correct answer is displayed on the whiteboard for SME review purposes only
- WHO: The customer who has the complaint and all areas of the business.
- Who is it a problem for?
- Great work...you answered all of the questions correctly! Let's take a look at the answers together, look familiar because it should. It's all of the information we used to construct our problem statement. Let's take a closer look and see if there are any hints we can use to populate our Data Collection Plan (DCP).
- WHY: It wastes our customers time when they call us to complain and they then take extra time to be at home waiting for re-deliveries. It costs the company money in compensation pay-outs and we lose 110 business hours trying to locate missing packages. It damages the company's reputation and we lose customers and delivery contracts.
- WHEN: We receive complaints about missing packages xx times a day on average which increases to xx times a day in periods of high demand.
- HOW: The customers time is wasted and they are also impacted both financially and emotionally.
- WHAT: Customers are not happy with our delivery service and are calling our service centre to complain about missing packages.
- WHO: The customer who has the complaint and all areas of the business.
- WHERE: Service centres, accounts department, track and trace sections and the delivery department as xx% of parcels are going missing.
- Learners will use the magnifier to scroll the text. When a clue is available a roll-over action will trigger, advising the learner to click. Clickable text is indicated with a magnifier icon below for SME reference.
- This wastes our customers time and needs to be addressed. Perhaps it may be a good idea to see where exactly these packages are going missing.
- Re-deliveries: This certainly is a challenge, not only does it waste our customers time but surely it must cost a fair amount in time and money to re-deliver all of those packages?
- Complaints: This generates a lot of waste for both the customer and the business. Let's look into this further.
- xx% of parcels are going missing: How many parcels are actually going missing? This requires further investigation.
- The below captions appear when the learner clicks the trigger words (as per previous slide). The following slide will prompt the team to consider what data we will need to collect to complete the DCP. *Data collected will be as per the CI Workbook Stage 3 DCP
- Great investigating...let's touch base with the team and finalise our DCP.
- Choose a team member to allocate a task and set a time frame for completion. *Learners can choose any of the team members (tasks and due dates are pre-determined. It's more about populating the DCP in an interactive way from a user experience point of view.
- Learners will see the above graphics when this particular team members icon is clicked.
- I'll email facilities management for cost information on re-delivering a parcel. I can have it completed by the 15.05.17
- Learners will see the above graphics when this particular team members icon is clicked.
- I'll touch base with a friend if mine from facilities management to find out how much extra it's costing to handle calls. I can have it completed by the 15.05.17
- Learners will see the above graphics when this particular team members icon is clicked.
- Once we've collected the data I'll email the data warehouse team to find out the number of deliveries across our collection period. I can have it completed by the 31.05.17
- I'll have the delivery staff record the time taken for re-delivery by the 30.05.17 and survey 100 of our customers if they are aware of our delivery options by the 15.05.17
- This slide is automated and acts as a transition into team tasks
- Team Tasks Each staff to record the number of phone calls regarding missing packages. Noting the suburb where customers live.
- We'll need to work together as a team as well to work out a few things.
- The total number of phone calls regarding missing packages was 31 from Jan-March.
- We're almost there...now that we've assigned our tasks let's see how the team is making out. *Learners will be prompted through the team members in order as George and Lucy's tasks require data collection across the entire period.
- Thomas
- Lucy Once collection period is over, email data warehouse team to work out the total number of deliveries
- Thomas Email facilities management for costing of re-delivering a parcel
- George Advise delivery staff to record time taken to re-deliver a parcel and survey 100 customers to find out how many are aware of delivery options
- Susie Email facilities management for costing of handling a phone call
- Captions are automated when the learner chooses a team member to check in on in the previous slide. Once the question has been answered learners will be prompted to 'add' the data to their clipboard in preparation for analysis.
- Based on our records it costs $12.30 to deliver a parcel
- Hi, On average how much does it cost to re-deliver a parcel?
- Captions are automated when the learner chooses a team member to check in on in the previous slide. Once the question has been answered learners will be prompted to 'add' the data to their clipboard in preparation for analysis.
- Hi, it costs approximately $31 to handle a call (on average)
- Hi, How much does it cost for one of your CS reps to handle a call?
- Captions are automated when the learner chooses a team member to check in on in the previous slide. Once the question has been answered learners will be prompted to 'add' the data to their clipboard in preparation for analysis.
- Good afternoon sir. George calling from xx, regarding your recent delivery. We offer several different delivery options, we you made aware of this during your recent order?
- Wow...in fact 87% of our customers are not aware of the alternate delivery options that are available
- No I was not and my parcel has gone missing as a result!
- Captions are automated when the learner chooses a team member to check in on in the previous slide. Once the question has been answered learners will be prompted to 'add' the data to their clipboard in preparation for analysis.
- Running report now...looks like xx parcels were delivered during that period
- Hi, When you have a moment can you please run a report on the total number of deliveries from xx to xx.
- This slide is automated and acts as a transition into the analysis phase
- The majority of parcels went missing from Kaiti (11) and Sponge Bay (6).
- Fantastic!! The team has collected all of their data and it's time to analyse. Remember... money is not the focus. We're doing this to value add for the customer.
- Upon clicking the team members icon data corresponding to their task will appear on the white board. Once the data has been displayed in full learners will be required to total the sums (this will be completed via a 'text entry' box and trigger a 'success' or 'try again' caption).
- Now that the learners have compiled and analysed their data it's time to populate the missing fields in the the problem statement.
- Fill in the xx fields based on the DCP Customers are not happy with our delivery service and are calling our service centre to complain about missing packages. This is a problem for our service centres, accounts department, track and trace sections and delivery department as XX% of parcels are going missing. This problem costs the company XXX dollars in compensation pay-outs and 110 lost business hours a year trying to locate missing packages. It damages the company‘s reputation and we lose customers and delivery contracts. It wastes our customers’ time when they call us to complain and then they have extra time to wait for re-deliveries. We receive complaints about missing packages XX times a month which increases to XX times a month in periods of high demand (eg Christmas time). This is a problem for customers who have complaints and all areas of our business. This impacts the customer as their time is wasted; they are also impacted both financially and emotionally.
- SUMMARY:
- Ask yourselves: • What does the data show? • What is this telling us about the problem? • Have we confirmed there is a problem worth fixing? Do we know the size and scope of the problem? Do we have a baseline to work from? Have we confirmed the root cause? (If not, go back and choose another possible cause from the fishbone) • Do we have enough data to move on with this problem? (If not, collect more data).
- Module 4: Stage 3 - Collect Data a Understand What it Means
- •Understand the importance of accurate and consistent data collection and analysis, and how it links to Stages 1 & 2. •Recognise an example of good data collection
- Welcome to Module 4! By the end of this module you will be able to:
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