In April, we wrapped up Perspective 2 on “The Customer”. We learned why the focus on the customer is important. In addition, we learned how to create customer journey maps from different perspectives. We concluded the perspective with special guest speaker, Julie Ingle Gatton who brought her passion, and knowledge to the subject. I hope you enjoyed everything you learned during Perspective 2.
Now it’s time to move on to Perspective 3, “The Process”. As a martial artist there are processes laid out, not only to learn the art, but to teach the art. There is a process on how to obtain the different belt levels. There is a process on how to obtain the designation of an instructor. There is also a process on how to teach the art once you have become an instructor. However, there are times where it is necessary to review those processes. I remember a time a few years ago when our master came to all of us, as instructors, to obtain some feedback on one particular process. The process was in reference to communicating expectations to the students to ensure not only the students, but the parents, were clear on expectations in the dojo and for testing. At the time, prior to every session, a packet was handed out with information about the class. However, we found sometimes those packets would get lost, or they were not looked. It was imperative that the students, and parents, understood the important guidelines and rules of the Dojo, and what is required for the students to be successful. We wanted to make sure everyone understood the rules of the Dojo, what it took to advance in the class. After some deliberation there was an opportunity found to verbally discuss the expectations before every session, to ensure all students heard them. It was quite interesting to see how behaviors changed once we implemented this additional touchpoint in our existing process. We found the reminders for returning students was beneficial, and the new students had a point of reference as they started on their martial arts journey.
All of us are part of processes in our day to day lives. All of the processes serve a purpose. Well one would hope anyway 😊. If it does not, that is a deeper conversation for a different post. 🤔
To quickly recap, we have taken time thus far to understand the organization (perspective 1) and the customer experience (perspective 2). It is now time to understand the processes that supports the organization and deliver services to the customer in hopes that we are producing the optimal customer experience. Understanding the full end to end processes, as well as, sub processes are critical. We touched a little on this in Perspective 1 when we discussed value stream mapping. Remember, value stream mappin