It was a Monday morning in July of 2017. My boss and I were staring at a list of non-compliances caused by our customers. “I need you to reduce the number of non-compliances” he said. “before the close of this year."
At the time getting that list down to zero or anywhere close seemed next to impossible. The task was humungus. I did not know where to start and what the depth of the issue was. I was also a recent hire, hence had to establish key relationships.
I knew I had to at least try to solve the problem. So I laid out a map for the 5 months I had - a plan with hope to see results. It was something like this:
Use 80/20 rule to identify the customers that caused the most impact (no. of non-compliances)
Spend time with these clients to understand the root cause for their actions
Make a list of reasons stated by clients
Use 80/20 rule to identify the most impactful reasons
Attack the most impactful reasons
By November, I had reduced the list to almost zero. My team was blown-away.
Creative problem solving is interesting, its agile and its custom. What is your opinion?