The CSRs currently monitor a case queue and communicate with Customers using email and on rare occasions, the phone.The VP of CS believes that opening up a direct channel will overwhelm the team and may not provide them flexibility in responding to case volume.Additionally, on a high level we can also use this framework to understand the various types of innovation.Life science companies are increasingly investing in holistic talent management systems (TMS), where learning management presents an important feature.Big payoffs can reinforce significant behavior changes (like paying your company a lot more money).
Example: Customer Service Reps (CSRs) at technology savvy companies and their Customers. This behavior can be extremely specific — like a particular navigation flow or interaction — or it can be very broad like purchasing habits, lifestyle choices, or major life decisions. Example: Customers currently submit cases via an online form, and then wait up to 24hrs for a reply.The CSR’s employer will have higher customer retention while keeping their CSR budget reasonably small.In the spirit of validated learning, we attempt to validate the various assumptions — explicit and implicit — in the framework: In most cases, just validating one piece of the puzzle (the Outcome for example) is not sufficient. And it is easy to get bogged down in the weeds — a particular intervention, for example — and lost sight of the major benefits required to really change the ballgame.Your managers can be confident they are part of a superior programme matched to approved standards.And every one who completes a CMI validated programme gets a certificate that enables them to move on to formal qualifications.CSRs will respond to these in-app messages as if they were virtual telephone calls (and do so immediately, personably, and directly).In the example above, the behavior change actually includes the proposed Intervention (in-app chat).The QA and IT validation teams as well as the TMS sponsors, which often include the HR team, can realize several benefits by directing the validation effort on the “qualification record.” According to FDA, “validation” is defined as the establishment of “ FDA states that validation of computer systems is a documented, formalized procedure used for testing computer systems and software needed by Federal Regulations (21 CFR 11.10.a).The Production and Process Controls regulations [21 CFR 820.70] include the validation requirements for medical device companies which state: “When computers or automated data processing systems are used as part of production or the quality system, the manufacturer shall validate computer software for its intended use according to an established protocol.Something will change as a result of our intervention. Will they give you more money and your competitors less money?Will the user start or stop doing a particular activity? Will they use your impressive new search feature instead of spending time navigating the tab structure?