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Living Our Mission: Business Process Improvement with TransaXional

By Craig Hysong
Internal improvements for external benefits. 

As we work to improve products and services around the globe every day to make life easier, we’re running a TransaXional project inside on our own business. Walk through how our mission to transform problem solving approaches is helping us learn to serve you better

Do as i say…and as i do

“It just takes so long to get things done—partly because we’ve got people redoing tasks at different times during the process.”

-TransaXional Class Participant

As we (the Shainin marketing team) attended the TransaXional class, we jumped right into an ongoing discussion of why other course participants were there. Interested in upgrading the customer experience — we wanted to learn what needs to go right internally tomaximize customer experience and realized we had a method to do just that. 

For those who aren’t aware, TransaXional is the business process equivalent to the technical Red X problem solving methodology. Helping you understand what needs to go right in order to ensure success. Since Shainin has invested years (two decades!) perfecting this method, we were eager to use it on ourselves to enhance our process for your benefit and share that journey with you. 

Defining customer experience
Magnifying glass over the word customer

In last quarter’s newsletter, we talked about how our market research demonstrated room for improvement. And mentioned we would be actively working to expand our efforts. We meant that! So, this quarter, using our own tools, we’ve spent our time diving into business process improvement (a TransaXional project) focused on customer experience (CX).

To us, customer experience (CX) includes everything from customer care to ease of use, service features to resources we provide. Every touchpoint you have with Shainin, every communication (or lack of communication) has been considered. That meant our TransaXional project needed to involve the CX process from the time your company reaches out to learn about working together to the time coaching or a problem-solving engagement is resolved.

Identifying the gaps

The idea of TransaXional is that it dives into which functions must be performed correctly —not what is currently done. Using function models, we map what has to go right to give you the best possible outcome. In concluding this function model, we’ve identified some gaps between what actions must successfully occur and what we’re currently doing. In the interest of complete transparency with you, our customer leaders, those areas are listed below:

  • Client-Facing Software
  • Post-Certification Support
  • Ongoing Communication & Additional Support
  • Helping Customers Market Internally
  • Coaching Day Preparations
  • Providing Assets to help present, track, and complete projects
Moving Forward

With that being said, we’ve prioritized our action list and will focus on the critical items first. Based on our coach’s feedback (yep, we have one too!), we’ll be implementing some changes within the next month.

Aside from the customer experience improvements that the TransaXional project is illuminating, going through the process ourselves allows us the chance to see how TransaXional works for you—our customer! Based on the challenges we’ve had so far, we anticipate changes in our coaching approach, making it simpler and more effective for future projects.

If you have general questions or want to know more about how our TransaXional project is going or areas you feel we’ve left out, feel free to contact us here.

Dorian Awards Criteria

Master of the year Award

The Master of the Year Award is for leaders who have increased the impact of problem solving using Shainin technologies within their organization.

To be considered for this award, the submission must meet the following criteria:

  • Applies leadership skills to expand the impact of Red X technologies within the organizatio
  • Results including projects completed that made a significant impact to improving business performance
  • The number of individuals coached to certification

Dorian Awards Criteria

RT5 Leadership Award

The Rolling Top 5 Leadership Award is for leaders who have increased the impact of problem solving using Shainin technologies within their organization.

To be considered for this award, the submission must meet the following criteria:

  • Demonstrates leadership guidance, structural framework, and effective mentoring of a dynamic problem-solving culture
  • Conducts regular reviews to ensure that key projects are solved quickly and efficiently
  • Encourages major suppliers and customers to jointly solve problems by using Shainin methods and leveraging the results
  • Actively recognizes and rewards outstanding performance in problem- solving
  • The number of successful projects and certifications

Dorian Awards Criteria

Team Project Awards

This category of awards is for project teams who have demonstrated outstanding application of Shainin methodologies in solving complex problems within their company.

To be considered for this award, the submission must meet the following criteria:

  • Speed and efficiency of the problem solved
  • Technical difficulty and complexity of the problem solved
  • Project impact and leverage across the organization
  • Creative use of Shainin technologies
  • Clarity of the project documentation

Dorian Awards Criteria

Company Award

This category of awards is for companies who have succesfully developed a Red X Program within a facility, division, region, or company and can demonstrate impactful improvements based on that development.

To be considered for this award, the submission must meet the following criteria:

  • Demonstrates impact of Shainin technology greatly improving key business metrics. 
  • Examples include: scrap reduction, yield improvement, throughput, warranty reductions, field failure avoidance, and other technical solutions resulting in savings. 
  • Enables a successful launch of a new program or product.