Problem solving techniques to enhance Business Performance · Problem solving techniques to enhance Business Performance . ... products satisfaction New Markets Customer Enhance scale

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1 Tweet your Questions : @to_vivekmadan and @vishwadeep

Problem solving techniques to enhance

Business Performance

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Speaker Introduction

Vivek Madan-VP Business Excellence @TTL

• Vivek Madan is Vice President -Business excellence with Tata Teleservices Ltd. • Vivek holds a mechanical engineering degree and PGDM from IIM Calcutta • Has 18 years of rich and diverse experience in quality domain in addition to

sales , marketing , customer service • Prior to joining TTL he was working with sapient consulting as a Global Director • Vivek has worked with organisations like GE Commercial Finance ,Yes Bank

Limited ,Genpact, Citi group & ICICI bank

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Outline

• Typical business scenario

• Problem solving approaches

• Continuous Improvement

• Design Thinking

• Design for Six Sigma

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Most companies have one or more of these priorities..

And we would like to believe that we are in a unique situation!

Enhancing market share

Protecting or improving margins

New products

New Markets

Customer satisfaction

Enhance scale

Delighting customers

Ensure compliance

Deploying game

changing ideas

Adopt new technology

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And then there are conflicting forces

Enhancing revenues

Lowering costs

Balancing these forces is the key & there lies the solution..

Increasing market share

Improving customer

experience

Improving productivity

Higher accuracy

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Poll Question 1 What are the most prominent problem solving strategies across organizations ?

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Key dilemma

Sometimes navigating this maze is a bigger issue then the problem itself

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Outline




• Design Thinking


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• Lean six sigma : Most commonly used

• Customer centric & data driven

• Also known as DMAIC (Define- Measure - Analyze- Improve Control)

• Provides sustainable solutions through a structured approach

Continuous improvement

Very effective for incremental improvement & raising the bar

“Used to improve the effectiveness and

efficiency of organizational processes

across industries”

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Design thinking

Very effective for solving ambiguous problems

• 6 stages (Empathize, Define, Ideate, Prototype , Test & Implement)

• Emphasizes on human & emotional needs

• Not dependent on data

• Focused on ideating and testing solutions

“Design Thinking is a

methodology that provides

a solution-based approach to

complex problems that are

ill-defined or unknown”

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Design for Six Sigma

Provides structure to think & build solutions from scratch

• DMADV & TRIZ are the most popular approaches

• Focused on understanding customer requirements & constraints

• Design gets evaluated in multiple ways to ensure high quality

“Design for Six Sigma (DFSS) is an

improvement system used to develop NEW

processes or products at Six Sigma Quality

levels. It also can be employed if a current

process requires more than just

incremental improvement”

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Speaker Introduction

Vishwadeep Khatri-CEO Founder,Benchmark SixSigma

• VK is an established coach for Business Problem Solving. He is a B. Tech, MBA and a Master Black Belt

• VK is engaged in business consulting at Global Headquarters of Procter & Gamble at Cincinnati, USA

• VK works with Europe based offices of Diageo in 6 nations to solve business problems. VK conducts Simulated Problem Solving Workshops for Google. VK engages with companies like Bank Dhofar in Muscat for their business transformation

• In India, VK works with clients like Sapient, Tata Motors, Indus Towers, Mankind Pharma, Bata, EY, Kone, NIIT, Schneider Electric, Orange, William Hare, Beam Global, and American Express

• VK is leading a two year project on World’s best Business Excellence dictionary. • VK has trained 10,000 plus professionals and is conducting his 15th Master Black Belt program for

Business Leaders next month at Chennai.

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Outline




• Design Thinking


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Continuous improvement roadmap

14

Step 4: Finalize Project Y, Performance Standards for Y

Step 5: Validate Measurement System for Y

Step 6: Measure Current Performance and Gap

Step 7: List All Probable X’s

Step 8: Identify Critical X’s

Step 9: Verify sufficiency of Critical X’s for the project

Step 10: Generate and evaluate alternative solutions

Step 11: Select and optimize best solution.

Step 12: Pilot, Implement and Validate the solution

Step 13: Implement Control System for Critical X’s

Step 14: Document Solution and Benefits

Step 15: Transfer to Process Owner, Project Closure

Step 1: Generate Project Ideas

Step 2: Select project

Step 3: Finalize Project Charter and High Level Map D

M

A

I

C

An outline of a Continuous Improvement Roadmap

1

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Outline




• Design Thinking


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Design thinking tools

Tools used in Design Thinking

• Stakeholder Maps

• Service Safaris

• Shadowing

• Customer Journey

Maps

• Contextual Interviews

• The Five Whys

• Cultural Probes

• Mobile Ethnography

• Day in the Life

• Expectation Maps

• Personas

• Idea Generation

• What if…

• Design Scenarios

• Storyboards

• Desktop Walkthrough

• Service Prototypes

• Service Staging

• Agile Development

• Co-Creation

• Storytelling

• Service Blueprints

• Drama Coaching

• Customer Lifecycle Maps

• Business Model Canvas

2

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Design Thinking roadmap

Design Thinking sequence

Implement Test Prototype Ideate Define Empathize

2

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Outline




• Design Thinking


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Design for Six Sigma roadmap

Step 4: Understand requirements and dependencies

Step 5: Breakdown requirements to CTQ

Step 6: Prioritize CTQs, Generate Concepts

Step 7: Generate design options

Step 8: Evaluate and select design option

Step 9: High level risk assessment

Step 10: Solution development plan

Step 11: Design components and evaluate them.

Step 12: Detailed FMEA

Step 13: Simulation or trial implementation

Step 14: Verify goals are met. Modify process, if needed.

Step 15: Full scale implementation, Project Closure

Step 1: Create Project Charter, Set Goals

Step 2: Consider MGPP, Study Trends

Step 3: Gather high level requirements D

M

A

D

V An outline of Design for Six Sigma roadmap

3

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Poll Question 2 If you want to solve a complex chronic problem (for an existing process) on which several unsuccessful efforts have been made in the past, which approach is best suited?

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Poll Question 3 If you want to create a new product/ process where the problem is ill defined or unknown, which approach is most suitable ?

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Poll Question 4 If you have a well defined objective to design a new product/ process and wish to use global best practices and data driven techniques, which approach is most suitable ?

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Q & A

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Contact

Vivek Madan

Twitter : @to_vivekmadan Email : [email protected] Vishwadeep Khatri Twitter : @vishwadeep Email : [email protected] Follow us • Tata Docomo Business Services on Twitter, LinkedIn and Instagram • JustDoBig on Twitter

mailto:[email protected]


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Problem solving techniques to enhance Business Performance · Problem solving techniques to enhance Business Performance . ... products satisfaction New Markets Customer Enhance scale