decision due diligence
Post on 17-Oct-2014
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DESCRIPTION
Decision 3D, LLC process for improving information productivity.TRANSCRIPT
Decision Due Diligence
A Demonstration
Presented by
The Premise•In any organization, decision-making is a
critical component of successful results.
•Good decisions are key to success; bad decisions are a passport to failure.
•Activities that improve your ability to make quality decisions will lead to better outcomes.
•Improving information flow will improve your ability to make quality decisions.
Imagine if:
•Call center costs are rising
•Call center staff turnover is high
•There is a YouTube video of one of your call center reps asleep on the job
•Customers are Twittering about how long they have been on hold with Tech Support
The Situation
Let’s start with a model.
Where is the problem?
?
We hear about it
here.
Customer
But the root of the problem is typically
deeper.
Customer Service
Rep
The Process•Clearly define the situation•Identify stakeholders in proximity to the
problem•Map how stakeholders are connected•Identify key connections •Analyze current information flow between key
connections•Design ideal information flow between key
connections•Determine changes necessary to move toward
ideal information flow
Clearly define the situation
•CS Reps•CS Managers•Sr. Management•Customers•Compensation Dept.•CS Operations
Identify stakeholders in proximity to the problem
Map how stakeholders are connected
Identify key connections
Analyze current information flow between key connections
Tools
Proce
ssBehavior
Objectives
Design ideal information flow between key connections
Tools
Process
Behavior
Objectives
Determine changes necessary to move toward ideal information flow
Decision Due Diligence is a proprietary process
developed by Decision 3D, LLC
for more information:http://decision3d.com