Summer+2009+Section+08-PS+Week+1

= = Welcome to class! Back from a too-short break and we're launching into the Summer Semester.

1)604 Intro & Syllabus Review. Safety nets available for case grades! a) Case writing structure 2) Power Point slides/lecture
 * Nature of the problem
 * Proposed solution
 * Assumptions that underlie my solution: What could go right? What can go wrong?

3) Teams Divided


 * I think this will be interesting as the semester continues. We were divided up with the idea of creating the most diverse teams possible based on two different personality tests. I think it will be fun to see how this works out over time. How diverse are we really? And are those tests an accurate reflection of who we really are? Keep this in mind as the semester progresses...

4) Video of //The Back of The Napkin// author Dan Roam speaking to Google. 5)  Team breakout sessions for Xerox Corporation: The Customer Satisfaction Program case
 * If you can walk into a room and sit down without falling – you too can draw out your problems for solving. But make sure you know what the important elements or concepts are, that you are trying to depict. What goes on the X axis? What on the Y?
 * Anyone can draw. Start with a circle and build from there.
 * Different brain processes and outcomes

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 * Kathryn/Keith/ – Focused on cost cutting and putting forth the greatest effort on only the largest corporate customers. Response time of 10 minutes for service time guarantee. Cut out government and school customers. Eliminate product lines. *Emphasis was on improving market share by improving customer service. Customer service would be improved by reducing smaller customer bases to focus on larger more profitible customer base. By focusing on large customers only we would be able to better utilize resources and improve market share in our profitable areas. Since the asian producers can easily undersell us, our focus should be on quality - Xerox = the Cadillac of Copiers. Bigger better faster, newer bells and whistles. With large corporate accounts on on-site technician is feasible, fixed in 10-20 minutes or the product is replaced.
 * Ly/Khen/Janna/Tom – We chose to focus our customer satisfaction program on products, services, and performance. We would provide our clients with an extended guarantee on the product we provide; we would hire only certified techs to service our products; and we would focus on performance through uptime.
 * TEAM GESTALT: (Chris/Tori/Tonya/Randi) – Choose the most perceived customer focused guarantee option and market share will follow. [[image:604picture.jpg width="400" height="299" align="center" caption="Team Gestalt Rocks the Analysis Based Art World"]]
 * Caitlyn/Alexis/Kohl – Aliens – far into the future. King of the Hill. Not too far into the future. We decided to give our customers a certificate of service guarantee, so that they would have the support needed (and quickly) if they were experiencing trouble with their machine. We also developed a buy back program where we would buy back our competitor's machines and replace them with Xerox machines...genius huh? I know the UFO like drawing stuck out but was meant to symbolize that we are implementing our plan now and into the future....geez you didn't get that from the back of my napkin!