Solving Client Issues

Solving Client Issues Framework, Tools & Techniques Anand Subramaniam

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Highlights ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Do you struggle with these… Client’s Issue What is logical thinking? What tools & techniques does one deploy to effectively to solve a client’s issue? What framework does one use to manage stakeholder expectation? Is there a systematic process one can use when problem solving? How to identify the key drivers behind an issue? When to apply specific techniques, viz., brainstorming, root cause analysis, SWOT etc? How does one test the proposed solutions before client submission? How to present a viable solution / convincing argument to solve critical problems? How to define the problem?

An Approach to Issue Resolution Issue Analysis Solution Hypothesis Facts Issue Resolution

Issue Definition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Hypotheses Formulation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Fact Collection ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Solution Viability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tools & Techniques – Issue Definition

Issue Definition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Issue Definition – Questions to Ask How How should the process or system work? How are people currently handling the problem? Who Who is causing the problem? Who says this is a problem? Who are impacted by this problem? When When does this problem occur? When did this problem first start occurring? Where Where does this problem occur? Where does this problem have an impact ? What What will happen if this problem is not solved? What are the symptoms? What are the impacts? Why Why is this problem occurring? Why? Why? Why? Why?

Root Cause Analysis – “Five Why’s” ,[object Object],[object Object],Why? Why? Why? Why? Why? Client retention low Clients’ are moving to your competition Clients’ are not satisfied with the level of your service Clients’ feel that the sales promises remain unfulfilled Clients believe they get a better deal from the competition Demand for specific products has increased in the market

Root Cause Analysis – “Fishbone” ,[object Object],[object Object],[object Object],Cause Detail Cause Detail Cause Detail Cause Detail Result (Problem)

Root Cause Analysis – Others ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tools & Techniques – Hypotheses Formulation

Brainstorming ,[object Object],[object Object],[object Object]

Formulating Hypotheses Issue Concern #1 Concern #2 Concern #3 Hypothesis #1A Hypothesis #1B Hypothesis #1C Hypothesis #1D Concern Hypotheses Key Questions Questions which need to be answered or topics which need to be explored in order to solve a n issue Speculative answers for concerns that are phrased as questions and/or areas for exploration Questions that probe hypotheses and drive the primary research required to solve the issue Key Questions #1B-a Key Questions #1B-b Key Questions #1B-c Key Questions #1B-d

Remember.. ,[object Object],[object Object],[object Object]

Pitfalls to Avoid ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tools & Techniques – Fact Collection

Qualitative Vs. Quantitative Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Collecting Facts / Data ,[object Object],[object Object],[object Object],[object Object]

Data Collection Techniques ,[object Object],Facilitating free discussions on specific topics with selected group of participants Conducting Focus Groups ,[object Object],[object Object],Collecting data based on answers provided by respondents in written form Administering Written Questionnaires ,[object Object],[object Object],Oral questioning of respondents, either individually or as a group Interviewing ,[object Object],[object Object],Systematically selecting, watching and recording behavior and characteristics of people, objects or events Observing ,[object Object],[object Object],Using data that has already been collected by others Using Available Information Tools Description Technique

Tools & Techniques – Performing Analysis

Performing Analysis ,[object Object],[object Object],[object Object],Pareto Analysis Force Field Analysis SWOT Benchmarking What are the most important issues? What performance areas are weak? What are the core competencies of the client? What forces can influence the problem?

Analysis Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Impact Analysis Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tools & Techniques – Solution Viability

Note.. ,[object Object],[object Object],[object Object],[object Object],[object Object]

Solving Client Issues

Solving Client Issues

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Solving Client Issues