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Customer ServiceFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
Industry Customer Service Benchmarking Assessment
Customer Service Diagnosis Challenge
- How does the customer service team troubleshoot issues? How effective are their current processes?
Customer Service Process Improvements
- How can the process be optimized? Is information being circulated effectively internally?
Customer Feedback Driven Process Improvement Recommendations
- How does the company collect feedback from customers?
- Can you identify consistent feedback from customers related to the company’s product or service?
- What is the customer feedback process? How do the customers feel about the feedback process?
- Does the company use technology or social media to collect customer feedback?
- How can we better incorporate and address customer concerns before it escalates?
Customer Service Process & Technology Assessment
- What technology is the company leveraging to administer the customer service process?
- How does the company feel about the customer service process? Interview key team members inside and outside that part of the organization.
- What other technologies could possibly improve the process? What is the cost of implementing new tools?
- Would you recommend implementing new tools and procedures?
Company Data Collection Inventory and Mapping
- What is the product and business model?
- How is the business organized from an organizational perspective?
- What main systems does the company use to organize and execute?
- What data is produced by the system as a result?
- What strategic goals does the data help address?
- What would flow chart of all the systems look like? What are the key data inputs and outputs within each system? How do they all connect to one another?
Create New Metrics (and KPIs) Using Company Data
- Are there other potential use cases for the company’s data?
- What other data points would be useful to capture in order improve the quality and/or relevance of insights?
- What metrics would be best to use in order to showcase potential benefits and use cases?
Build a Sample Dashboard
- What company data is available? How reliable is that data?
- Can you organize these key pieces of data into a preliminary dashboard?
- What procedure is required to keep the dashboard up-to-date? Are there any tools that could help with this process?
Growth StrategyFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
Growth Plan and KPI Performance Assessment
Industry Benchmarking Assessment
Customer Retention & Growth
- What’s the general customer perception of the company’s brand?
Establish Company Goals & Projections
- Analyze the company’s growth plan. What areas of the business seem most opportunistic and/or concerning? Consider their growth plan and existing traction.
- How does the company today compare to the company months and/or years ago?
- What does the company want to look like in the future?
- What are the KPIs and how well well do they tie to your assessment of company performance in strategic areas?
- How do you think the KPIs will change as the business scales?
Product DevelopmentWe've included some sample project ideas below. We encourage users to mix-and-match components from various departments for the best cross functional project experience. In all cases, we customize the projects based on company goals and student learning objectives.
Design a New Product
- Become familiar with the company’s core competencies and current product offerings. How does the company categorize and organize their products? How do these products compare with competitors?
- Assess the company's product roadmap and goals for new product development. Who are the critical stakeholders (including internal and external)? Brainstorm and ideate product development ideas with the team. Identify the potential market opportunity and clearly define the problem. Propose 2-3 new product ideas given the company’s current product portfolio and desired goals.
- Select one product for further development. Is this a similar customer base to the company’s original product or is this product for a new market entirely? Collect user feedback on the idea and/or any prototypes/drawings.
- Develop official target audience personas for the new product. Explain why these personas are potential customers and why you feel these groups present a reasonable market opportunity. Write user stories to detail why users need the product to solve a problem or accomplish a goal.
- Create a product roadmap including assessment of time, budget, and resources required to get the product to market.
- Create a prototype of your design: the prototype could either be a drawing, digital asset, or physical mock-up.
Design New Packaging
- How is the packaging currently designed? What are the basic materials that go into the packaging? How does the packaging impact the manufacturing and distribution process? What does the packaging cost as-is? How does the packaging compare with industry peers?
- How do the current customers feel about the packaging (or unpacking) experience? What did they like about the experience? What do they feel could be improved?
- How does the company’s packaging compare to industry peers? What best practices can be adopted from similar companies to improve the unpackaging experience?
- Suggest 1-2 specific packaging improvements for the company’s product. Analyze the impact these changes would have on required materials, vendor relationships, the manufacturing and distribution process, and overall cost.
Design Product Extension
- Assess the company’s product portfolio over time.
- What products are ripe for new additions or complete reinventions?
- What product extensions can you think of with your group?
- Select one product for further assessment. Assess the potential cost, benefit, and impact of adding your proposed product extension.
Sales & Business DevelopmentFor your reference, we've included some sample project ideas below. We encourage educators to mix-and-match components from various departments so that the projects are cross functional in nature. In all cases, we customize the projects based on company goals and course teaching objectives.
Industry Sales Benchmarking Assessment
- Familiarize yourself with the company product and business model.
- Create a comprehensive list of key competitors and industry stakeholders that sell similar products and/or services. Compare your host company with competitors in the following areas: pricing, features, services, regionality, customer demographics, etc.
- Who are the biggest competitors and how do they stack up against the company's performance? What do the biggest competitors in the space tell you about the industry?
- Do any companies present interesting opportunities for partnerships?
- What additional channels can the company tap in order to scale more effectively?
Sales Process Assessment
- How has the company’s business model change over time? What has changed about the product, service, and team?
- What is the current status of the sales process within the company. Do you think this is more or less effective than previously? How does the team feel about the sales process and overall performance?
- Where does the company hope to be in 1-3-5 years from a sales perspective? How will the sales process, team, and structure need to change in order to address these changes?
- How satisfied are the current customers with the product or service?
- Craft a survey and administer customer interviews to help identify where the company can improve. Pay close attention to how the company may be able to provide additional value to existing customers.
Prioritizing Sales Initiatives
- What is the company’s sales strategy? How many different lines of business exist? Are they separated by different products and services or divisions?
- What lines if business are providing the most revenue for the company currently? How was this book of business built originally? How does the company expect for this to grow over time?
- What new sales opportunities are on the table? Is the company prioritizing this sales initiative? What do you think the potential is for this new line of business?
- Are there alternative ways to sell that the company hasn't considered? Would they be more effective? What data do you have to support your reasoning?
- How would you prioritize the sales team’s time and resources with regards to the sales plan?
Inside vs. Outside Sales Strategy Assessment
- What’s the difference between an inside and outside sales strategy? What has the company tried to-date? How effective was that process? What types of results did it yield? What resources were required? Can you measure the ROI and growth rate?
- How could you adapt the sales process to include either more inside OR outside sales tactics?
- How would you go about implementing this sales strategy? Do you think it would produce better results?
- What goals would you set for the new team over the next 3-6 months and/or 1-3 years? How would you measure success?
Company Talent Skills Mapping
- Get up-to-speed on the business model and organizational chart.
- How does the company manage talent? What’s the on-boarding process? How well is the company able to retain talent?
- How satisfied are employees with the current organizational structure?
- What crucial skills are required for each department/function? How do these departments link with other departments? Do they lend/share skills in between parts of the organization? Can this be done more efficiently or effectively?
Organizational Vision, Values, and Goals Temperature Check
- Get up-to-speed on the current business model and organizational structure.
- Does the company seem to have a clear organizational vision, mission, and goals? How does this differ when speaking to folks in different departments that are at different levels within the organization?
- How does the organization come up with the vision, values, and goals? How does management share this vision with the rest of the organization? Is this an effective process?
- Is there a way to measure progress when it comes to adoption of organizational vision, mission, and values?
Talent Management Troubleshooting
- Get up-to-speed on the current business model and organizational structure.
- Interview key stakeholders and learn more about strengths and weaknesses of the current organizational set-up. Be sure to assess whether the organization has addressed any of these challenges previously.
- Synthesize data and distill challenges to 2-3 concrete challenge statements that need to be addressed by management. Why do you feel these are the most important based on your research?
- How can the organization address these challenges? Are there specific tools or tactics that might be able to help?
- Get up-to-speed on the current business model and organizational structure. Where is the company most productive? Where is the company struggling?
- What are the main challenges that exist for struggling parts of the business? How far are they from meeting expectations?
- What is the final level of output that is needed?
- Map the output gaps.
- Map the inputs and processes that will be needed to achieve the desired outcomes.
Recruiting Process Assessment
- How does the company recruit talent?
- What process does the company use to funnel talent into the business?
- What tools are most/least effective? How much does the company pay for those tools? Can you measure the ROI?
- What tools could the company be using more efficiently? Are there other tools or best practices that you’d recommend the company adopts? How would this impact the current process? How much would it cost and how would you measure the impact?
Training & Development Program Creation
- Get up-to-speed on the current business model and organizational structure and identify a key function that has room for improvement in terms of process and/or technology.
- Get up-to-speed on the company’s current training and development tools and tactics.
- How does the department need to be trained? Can you repurpose some of the existing tools or structure for the training or will you need new materials?
- How will you measure success of your training?