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Bike Management Game

Workshop Description

Every day our organization handles hundreds, perhaps, thousands of customers who purchase our products or engage our services.  As we service our customers, each transaction is processed by and is routed through several departments and through the hands of numerous staff.

As you walked down the customer area, you noticed queues being formed and are building up at the front counter.  You noticed that some customers are getting restless and found that they have been waiting for several hours.

Passing the front desk, you strolled into the technical support department and the escalation department.  You noticed that the engineers in these departments seem to have lesser workload and, in fact, some of them are freed enough to do some non-customer related activities.

Back in your office, the following thoughts cloud your mind:

-          How to increase the operational efficiency of your organization?

-          How to shorten the customer’s queue and improve the quality of services to your customers?

-          What should you do to rectify the imbalance of workload between the departments

-          How can you design processes, which traverse the various departments, more efficiently?

Your sales manager excitedly burst into your office interrupted your thoughts.  He was delighted to announced that he has just won a mission critical deal which will give the organization much higher revenue and profitability.  While you are equally excited with this deal, you are worried about a condition stating that if the organization missed the agreed response time, you will have to pay penalty to the customer.

- How are you going to structure your processes to capture this higher revenue, higher profitability market?

Intended Audience:

General Managers, Customer Service Managers, Helpdesk Managers, Operations Managers, Quality Managers and all service-related managers and supervisors.

Pre-requisites

Participants with a few years of experience in the supervisory / management position will be able to appreciate this course fully.

Workshop Objectives:

By the end of the workshop, participants will be able to:

  • Understand the effect of processes and organizational teamwork on the customer’s experience
  • Experience the pressure, the tension and the pleasure of satisfying the customers
  • Understand how processes and workflow influence the service rendered to the customer
  • Understand the impact of organizational structure on your service to the customer
  • Be able to make decisions pertaining to resources, processes, finance and manpower in real time and experience the impact of your decisions and changes to customer service and their queue time.

Workshop Content:

  • Introduction to Bike Management Game
  • Roles and Responsibilities
  • Round 1: Departmental Effectiveness
  • Round 2: Organizational Efficiency
  • Introduction to System Thinking
  • Round 3: Handling of Mission Critical Customers
  • Experience Sharing
  • Understanding the financial impact of delivery versus customer satisfaction.

Workshop Methodology

This exciting and highly interactive workshop will be conducted with a good blend of instructions, simulation gaming, discussions and brainstorming.  Participants will assume the role of one of the departmental manager in a service organization and make decisions pertaining the processes and resources required to service the customers.

Workshop Duration:

2 day

For 16 to 20 participants

This Game can played with any other management workshop conducted by Everest Innovation.  Add one day to the respective workshop duration.