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2 WEEK REVIEWS (HOW (Day 1 (Map 'as is', Capture issues and…
2 WEEK REVIEWS
HOW
Day 0
Customer insight
database of potentials to contact
Interviews
Customer journey mapping
Stakeholders
Day 1
Map 'as is'
Capture issues and opportunities
Introduction - game
Customer journey workshop
Day 2
Refine 'as is'
Processing times
Data
Impact statement
Cover story mock up
Day 3
Customer insight
Letters, website, forms + implement changes
Challenge tools
Value
Customer told you
Research and best practice
Challenge statement
Day 4
'to be' options
digital input
Customer testing
Cost/benefit
Day 5
Recommendations
Delivery plan
Benefits identified
Measure of 'as is' & 'to be'
Who owns the benefit/action
Timescales
WHERE
Creative Room at EFH
Bespoke review room - JT old office
Boards on the walls
Mosaic notice board
Huddle boards
WHAT
Tools
Unit cost
Value stream mapping
Alternative worlds
Takt time
SWOT
Opportunities
Issues
Risks
End 2 end times
Service safari
Challenge statement
Phone a friend
Customer journey mapping
From review
Summary / mtg report
Benefits matrix
Prioritisation matrix
Process maps
Recommendations / actions
Benefits
Savings
Data
CRM
Customer satisfaction
Complaints
Costs
Payroll
IT
Website stats
Performance
Other Councils
Effort
WHO
Sign off
Outcome
Audit
HoS
Members (outside of review)
Management Team
In review
LEAN Advocates x 2
Apprentice
Do we need more?
People who do the job
Rest of the team can contribute
Customer Services
Audit
For advice when needed
Digital
WHEN
Agree with service
Negotiation
Times of year