Tara Duggan

Delete, Delegate, Accomodate

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Problem: Decreasing Customer Satisfaction

1. Situation

Customer complaints could lead to a drop in sales and loss income. Need to find out: Which customers have issues, are there similarities between cases, do the problems reoccur on a regular basis?

2. Current State

Tension is high! Current policy is to have three touch points with customers. Swim Lane Diagram:

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3. Desired Outcome

Decrease customer complaints by 25% in the next three months and maintain at least that level.

4. Analysis Technique

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5. Proposal

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6. Plan

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Follow-up

Customer Satisfaction has improved! Problem solved!

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