Kirti Kote

Process Workflow Samples by Kirti Kote A showcase of optimized workflows and professional mapping techniques Scenario 1: Online Order Fulfillment Process • This workflow demonstrates an online order fulfillment process, detailing steps from order reception to successful delivery. Key Insights: • - Manual payment verification increases processing time. • - Suggested Improvement: Automate the payment verification process. This process flow showcases a simple end-to-end workflow for order fulfillment. Scenario 2: Role-Based Swimlane Process Flow • This workflow uses swimlanes to clarify responsibilities across teams like Customer Support, Warehouse, and Shipping. Key Benefits: • - Improved accountability and role clarity. • - Enhanced collaboration between departments. The swimlane diagram emphasizes team-specific tasks to streamline coordination and minimize overlaps. Key Takeaways: • - Improved operational clarity and accountability. • - Potential to drive efficiency and stakeholder satisfaction. Scenario 3: Improving NPS and CSAT Ratings + Process Mapping Sample Process Map by Visio: (I've included comments in the necessary sections and streamlined the map for brevity, please consider) Explanation of Concepts: NPS and CSAT Calculation Net Promoter Score (NPS): NPS measures customer loyalty by categorizing responses into Promoters (9-10), Passives (7-8), and Detractors (0-6). The formula is: NPS = Promoters (%) − Detractors (%) Customer Satisfaction Score (CSAT): CSAT measures immediate customer satisfaction by calculating the percentage of positive responses (e.g., scores of 4 or 5 on a 5-point scale). The formula is: CSAT (%) = (no. of satisfied responses/Total no. of responses) * 100 Both metrics are vital for evaluating customer experiences and identifying areas of improvement. To improve NPS and CSAT scores, consider these key actions: (Improvement Strategy) 1. Improve Customer Support: Streamline communication and response times. Use a ticketing system for faster resolutions and follow up to ensure satisfaction. 2. Personalize Experiences: Leverage customer data to tailor solutions and enhance interactions, increasing satisfaction. 3. Act on Feedback: Regularly collect and analyze NPS/CSAT feedback to identify pain points. Use process mapping to improve workflows and address concerns. 4. Train Employees: Empower teams with the skills to resolve issues quickly and exceed expectations. 5. Track Progress: Set clear goals for NPS/CSAT and review regularly to adjust strategies and drive improvement. These steps focus on boosting customer satisfaction and delivering measurable results.