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 ...
The Situation
 Imagine if:
•Call center costs are rising
•Call center staff turnover is high
•There is a YouTube video of ...
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
  ...
The Process
•Clearly define the situation
•Identify stakeholders in proximity to the
 problem
•Map how stakeholders are con...
Clearly define the situation
Identify stakeholders in
 proximity to the problem
•CS Reps
•CS Managers
•Sr. Management
•Customers
•Compensation Dept.
•C...
Map how stakeholders are
      connected
Identify key connections
Analyze current information
flow between key connections
            ools
           T




               s
             es...
Design ideal information flow
  between key connections
          Tools

        Process

         Behavior

         Objec...
Determine changes necessary to
move toward ideal information flow
Decision Due Diligence
   is a proprietary process
developed by Decision 3D, LLC




       for more information:
       h...
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Decision Due Diligence

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Decision 3D, LLC process for improving information productivity.

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Decision Due Diligence

  1. 1. Decision Due Diligence A Demonstration Presented by
  2. 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. 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
  4. 4. Let’s start with a model.
  5. 5. Where is the problem? ?
  6. 6. We hear about it here. Customer
  7. 7. But the root of the problem is typically deeper. Customer Service Rep
  8. 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
  9. 9. Clearly define the situation
  10. 10. Identify stakeholders in proximity to the problem •CS Reps •CS Managers •Sr. Management •Customers •Compensation Dept. •CS Operations
  11. 11. Map how stakeholders are connected
  12. 12. Identify key connections
  13. 13. Analyze current information flow between key connections ools T s es Behavior oc Pr Objecti ves
  14. 14. Design ideal information flow between key connections Tools Process Behavior Objectives
  15. 15. Determine changes necessary to move toward ideal information flow
  16. 16. Decision Due Diligence is a proprietary process developed by Decision 3D, LLC for more information: http://decision3d.com

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