FACILITATION Ladder of HOWs

Unnamed area

OBJECTIVE
Unnamed area

SUSTAIN
Unnamed area

OBJECTIVE
REVENUE
IMPROVE THE ABILITY OF EC GROUP TO IMPROVE CUSTOMER RETENTION BY BEING
RELEASE A SELLABLE VERSION OF THE COMPETITIVE IN THE MARKET THROUGH
FACILITATION PROCESS PRODUCT ONCE A QUARTER RETAIN EXISTING REDUCED RATES
Facilitation - Definition CUSTOMERS
INCREASE
KEY RESULTS KEY RESULTS
P REVENUE
Helping a group of people UNCOVER THE PURPOSE OF CHANGE

INCREASE WEEKLY REDUCTION FREQUENT REDUCE RATES REDUCED

CUSTOMER
HAPPY
REDUCED
PRODUCTION
Processe LADDER
improve their and Structure OF HOWS
IN SALES REVIEWS IN REWORK RELEASES FOR CUSTOMERS CHURN
CUSTOMERS COST
s ACQUIRE MORE
CUSTOMERS
R IDENTIFY IMPEDIMENTS AND RESISTANCE
to improve they Unnamed REDUCE Unnamed
PRODUCTION COST
SPA BUILD USEFUL
FEATURES
LEADIN LAGGIN LEADIN LAGGIN
IDENTIFY THE PROBLEMS KPIs DELIVER MORE PROJECTS KPIs
I BRAINSTORM IDEAS G G
WITH SAME WORKFORCE
G G
FAIL & LEARN
THINKING FASTER
FIND SOLUTIONS HATS
ADOPT SCRUM
VELOCIT #RELEASE #FEATURE #PROJECTS
OUTPUT Y S OUTPUT S BUILT DELIVERED
S APPLY SYSTEMS THINKING ADOPT SCRUM

MAKE DECISIONS CAUSAL

LOOP
DIAGRAMS
OUTCOM FEATURES #LICENSE OUTCOM
E ACCEPTED S SOLD E CSAT #RENEWALS
c CHOOSE A SOLUTION SPECIFIC TO CONTEXT

NVC CO-ACTIVE ORSC NLP SOMATIC

Leading Metric
RESISTANCE TYPES SYSTEMS THINKING A variable that helps measure and
BRAINSTORMING USING THINKING HATS
track the possibility of occurrence of
STAY AWAY
something. The Customer
Satisfaction Index or Net Promoter
People deny the existence of the problem.
Team Member who came up with the idea pitches to the team MALARIA Score helps understand if your
SELL COLLECT WHY customer refers others to you.
PROBLEM DATA SHOULD I?

Team members ask clarifying questions to fully understand the idea. No

Lagging Metric
MOVE TOWARDS judgment of the idea. A variable that helps measure the
People understand the problem but don't see SPRAY DDT occurrence of something. Number of
solution working .
WHATS THE
customers referred indicates how
SELL RUN BENEFIT? many new customers you are able to
SOLUTION
EXPERIMENT
S Team members discuss why it’s bad idea. Difficulties, weakness, dangers; pull because your service to existing
spot the risks
customers.
INTENDED GEICOS EAT UNINTENDED
MOSQUITOES DIE
CONSEQUENCES MOSQUITOES CONSEQUENCES Output Metric
FACILITATING CHANGE Team members discuss why it’s good idea; Positives, plus points; why idea
is useful. A variable that indicates how much
work is done towards achieving a
S SHOWCASE THE BENEIFTS
goal. For example number of features
Team members bring in suggestions regarding how to evolve the ideas that deployed. This is an output metric
MALARIA GOES CATS DIE EATING
were presented. They bring in Ideas, alternatives, possibilities; solutions to because even if you have deployed
P PROVE THE PROBLEM AWAY GEICOS
black hat problems
hundreds of features, it doesn’t help
you understand if customer is happy
A ADDRESS THE CONSTRAINTS
or not.
The team members evolve the idea based on the inputs received and add RATS POPULATION
it to Product Backlog INCREASES
Outcome Metric
A variable that indicates whether the
goal is achieved or not. Customer
Satisfaction Index indicates whether
CAUSES PLAGUE your work has resulted in better
experience for your customer or not.

What's a System?
Company

A group of: Sales

Interdenpendent Marketing

Interacting Development
Product
Management
interrelated
People
components that make up a
s
se

To
es

ols
oc
Pr

Complex and Unified whole