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CanGos Customer Service Problem
In the Case Video, the process improvement team is confronted with just such a challenge
as they address the customer service process. As you watch, ask yourself what advice you
would give the team to help solve their problem.
Video Transcript
Page 1 of 2
Narrator, Nick, Whitney, Warren, Gail, Debbie
Narrator:
This additional video further explores the topics addressed in this episode.
Watch the video and then consider the discussion questions that follow.
Nick:
Hey, Whit, do you have that demo?
Whitney:
What?
Nick:
That game demo.
Whitney:
Im checking on something. Hang on a second. No, I dont think so.
Warren:
Nick.
Nick:
Yes.
Warren:
Hows the improvement team doing on that process flowchart?
Nick:
Great, Coach; were almost there.
Warren:
I need it right away. Andrews waiting to see it so we can pinpoint some spots
for improvement.
Nick:
Well, you know, we did come up with a list of what happens when a
customer complains about getting the wrong book.
1
Warren:
Oh, okay. Great. I mean complaints and returns were our biggest problems
last Christmas. So let me see it.
Nick:
Oh, now now? Um, Whit had it. Whit, that -
Whitney:
Gail was working on it.
Gail:
I gave it to Debbie. [Gail and Whitney whispering inaudibly to each other]
Warren:
Okay. Debbie, process flowchart?
Debbie:
Right here. Its just some questions have come up about certain activities. I
just wanted to ______ that part before I pass it along to you.
Gail has some concerns about the level of detail in the phone menu system and whether it
should appear in the flow chart. Often in flow charting a process, it is useful to divide the
overall processes into independent sub-processes that are easier to deal with. How could
you divide this process to make it more manageable?
2
customer service representative. Choose 4 if you wish to speak with any other
representative. Choose 5 if you want to hear choices repeated. Time spent
listening to choices about getting connected to next level: 30 sec.
e. Level 5: Pick what you want to speak with the representative about: Choose 1 if
you want to track an order that is late. Choose 2 if you want to check the status
of your order. Choose 3 if you have received your order and have a problem.
Choose 4 if you wish to hear the choices repeated. Time spent listening to
choices about getting connected to next level: 30 sec.
3
11. If a customer knows when the parcel pick-up service is in his/her service area, the
customer service representative schedules a time when a courier can pick up the
package to be returned. The customer can also take the package to a courier service
center if he/she so desires. If the customer wants the package to be picked up, the
customer service representative must bring up the courier's scheduling program on
his/her computer. (Time: 1 - 4 minutes)
12. If the customer does not know when the parcel pick-up service is in his/her service
area, or if they will not be home to give the package to the courier, the customer is
transferred to the courier's phone system to set up a time for pick-up.
13. Customer is put on hold when connected to the courier's phone system, etc.
One of the issues mentioned in the video (transcript given above) is that Gail has concerns about the
level of detail in the phone menu system and whether it should appear in the flow chart. After reviewing
this, what are your thoughts on the phone menu system? Would you recommend one flow chart for the
entire process, or would you recommend sub-processes? How would you describe and justify your
recommendations?
4
Customer Service Process
Gail has some concerns about the level of detail in the phone menu system and whether it
should appear in the flow chart. Often in flow charting a process, it is useful to divide the overall
processes into independent sub-processes that are easier to deal with. The problem is how the
entire flow can be divided into several sub-processes for better understanding
Problem Details:
Flowcharts are often highly complex and difficult to understand. Besides, the person
making flowcharts should be highly trained so that s/he understand all the processes very well
and has capability and skill set to construct a logical flow of inputs and outputs of those
processes in a flowchart form. Further the user of flow chart may not be intelligent enough to
understand even the best flow charts. Little change in process flow will require recharting of
entire flowchart which is time consuming and complex. (Lila Ghemri, Flowcharting)
Recommendations:
The entire customer service process is highly complex and is not easy comprehend for
any individual. Given the length and breadth of the processes it is advisable to break the entire
flow into sub-flow. Best way to present the entire process chart is to sub-divide it into
successively lower levels to enable the ability to reveal even minute level details and hence make
5
The first step is that Gail should educate herself to understand the entire system in detail
and identify limitations. Secondly she could use a contextual diagram to provide customer
service process summary. Contextual diagram explain top processes in a summary form
including data processing system, inputs and outputs with its major incoming and outgoing data
flows linked to external entities (different processes). It is one of the most popular tools for
The next step is Gail should sub-divide all those process flow charts which are hard and
difficult to understand. This will also de-clutter the flow charts. Contextual diagram should be
decomposed into high-level process summary, sub-divided flow charts for complex and clumsy
processes. This will enable to explain the lower level process in more detail and in a better
manner. All the source of data and destinations should be identified and each process can be
given a number in sequential manner. Sequencing will enable users to navigate across levels of
flow charts. Sub-division will also makes the future change in processes much easier to adopt.
6
References
http://cs.tsu.edu/ghemri/cs248/classnotes/flowcharting.pdf
http://kinzz.com/resources/articles/110-context-diagram?showall=1