Background
This is a series of posts for Project Brief - Sales Process Transformation using STATIK It is an evolutionary and collaborative approach to implementing Kanban for ITyDATA Sales Team. It helps understand:
Understand sources of dissatisfactions with ITyDATA Sales System - customers and service delivery team
Analyse work demand for ITyDATA Sales System
Analyse current delivery capability for ITyDATA Sales System
Model current system Workflow for ITyDATA Sales System
Identify Classes of Service for ITyDATA Sales System
Define Kanban System for ITyDATA Sales System
Socialise and Negotiate expectations for ITyDATA Sales System
Aim
Understanding sources of dissatisfactions with ITyDATA Sales System
Sources of Dissatisfaction - Customers
Sources of Dissatisfaction - Service Delivery Team
Sources of Dissatisfaction - Top Priorities
Method
Three 1 hour workshops using Miro were conducted to understand sources of dissatisfactions with ITyDATA Sales System - customers, service delivery team, and top priorities
Workshop 1 - Understand sources of dissatisfactions from customer viewpoints
Workshop 2 - Understand sources of dissatisfactions from service delivery team viewpoints
Workshop 3 - Identifying top priorities of dissatisfactions - 1 customer and 1 service delivery team
Results - Understanding Sources of Dissatisfaction
Understand sources of dissatisfactions from customer viewpoints
Example of customers' dissatisfactions are:
Cant buy my work experience programme online
No payment link on website
Enroll button is not working
No testimonal
No example of previous work experience
Understand sources of dissatisfactions from service delivery team viewpoints
Example of service delivery teams' dissatisfactions are:
Sales is not automated
No dedicated sales person / team
No sales infrastructure
Too much work
Marketing is not feeding into sales
Sources of Dissatisfaction - Top Priorities
Identifying top priorities of dissatisfactions are:
Customer - Cant buy my work experience programme online
Service Delivery Team - Sales is not automated
Conclusion
Significant dissatisfaction amongst customer towards ITyDATA Sales System
Significant dissatisfaction amongst team member towards ITyDATA Sales System
Top areas to focus on are Buying courses online and automating sales system
Recommendation
Action top areas of focus - Buying courses online and automating sales system using a Kanban System and evolutionary mindset
Complete step 3 - 8 to realise and experience truly transformation of ITyDATA Sales System
Key next step - Analyse demand for ITyDATA Sales System
Where new work comes from?
What is the arrival rate of new requests?
What are your customer's expectations?
Comments