Decision Due Diligence

A Demonstration

Presented by

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.

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

The Situation

Let’s start with a model.

Where is the problem?

?

We hear about it

here.

Customer

But the root of the problem is typically

deeper.

Customer Service

Rep

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

Clearly define the situation

•CS Reps•CS Managers•Sr. Management•Customers•Compensation Dept.•CS Operations

Identify stakeholders in proximity to the problem

Map how stakeholders are connected

Identify key connections

Analyze current information flow between key connections

Tools

Proce

ssBehavior

Objectives

Design ideal information flow between key connections

Tools

Process

Behavior

Objectives

Determine changes necessary to move toward ideal information flow

Decision Due Diligence is a proprietary process

developed by Decision 3D, LLC

for more information:http://decision3d.com