2. The Premise
•In any organization, decision-making is a
critical component of successful results.
•Good decisions are key to success; bad
decisions are a passport to failure.
•Activities that improve your ability to
make quality decisions will lead to better
outcomes.
•Improving information flow will improve
your ability to make quality decisions.
3. The Situation
Imagine if:
•Call center costs are rising
•Call center staff turnover is high
•There is a YouTube video of one of your
call center reps asleep on the job
•Customers are Twittering about how
long they have been on hold with Tech
Support
7. But the root of the
problem is typically
deeper.
Customer
Service
Rep
8. The Process
•Clearly define the situation
•Identify stakeholders in proximity to the
problem
•Map how stakeholders are connected
•Identify key connections
•Analyze current information flow between key
connections
•Design ideal information flow between key
connections
•Determine changes necessary to move toward
ideal information flow