UPFRONT CONTEXT · SERVICE SUPPORT ROADMAP
3rd-Party Drop-Off Scales Product Support 4x Without Expensive New Stores
ROADMAP SCALE
35k → 150k+ Repairs/Yr
STAGE 1: PAST (FY23–FY24)
Company-Owned Direct Stores
Customers travel to 12 city-center stores
35,000
Repairs / Year (Max Capacity)
✔ In-store technicians (Low 12% call rate)
✖ Expensive city rent blocks new stores
LIMIT: Cannot Keep Up With Sales
STAGE 2: TODAY (FY25 LAUNCH)
3rd-Party Partner Drop-Off
Drop off at 150+ neighborhood shops ($0 rent)
91,000
Repairs / Year (+160% Growth)
✔ Convenient drop-off + Central Hub repair
✖ Customers left in dark during 7–10d ship
PAIN: 691k Call Mins (+$656k Overrun)
STAGE 3: ROADMAP (FY26–FY27)
Nationwide Support Network
300+ Partner Counters (Within 15 mins)
150,000+
Repairs / Year Target Capacity
✔ Clear Receipt + Auto-SMS Tracking
✔ -64% Call Minutes (<250k Mins/Yr)
UNLOCKED: 4x Scale at $0 Store CapEx
1
1. WHY DROP-OFF MATTERS
4x Repair Capacity at $0 Store Rent
Lets customers drop devices at 150→300+ nearby partner shops.
2
2. THE GROWING PAIN
691k Call Mins (+$656k Overrun)
Shipping devices offsite takes 7–10d; anxious customers flood HQ phones.
3
3. OUR MISSION TODAY
Cut Call Load -64% at $0 IT Cost
Give customers clear receipts & courier texts so FY26 growth proceeds.
SLIDE A · PROBLEM FORMULATION
Drop-off rollout triggered 691,340 call minutes (+$656k budget overrun)
CALL SURGE
35.5% Calling | 2.78x Repeats
1. REPAIRS
91,000 Units
× 2. % CALLING
35.5% (vs 12%)
× 3. REPEATS
2.78x (vs 1.02x)
× 4. CALL LEN
7.7 Mins
= TOTAL LOAD
691,340 Mins
🎯 60-Day Recovery Goals (Success Metrics)
-60%
Call Mins
<280k/yr
≤18%
Call Rate
From 35.5%
≤1.15x
Repeats
From 2.78x
🛡️ 3 Real-World Constraints We Must Respect
$0
$0 IT Budget Freeze (Zero Software CapEx)
Cannot spend $450k or 9 mos rebuilding the web portal
👥
High Retail Partner Staff Turnover
Partner shop clerks change often; classroom training fails
🏪
Isolated to 3rd-Party Drop-Off
Company-owned Direct Stores remain smooth (12% call rate)
Quarterly Call Minutes (Bars) & % Calling (Line)
Direct Stores vs. FY25 Drop-Off Surge & FY26 Goal
SLIDE B1 · MATHEMATICAL DRIVER TREE
100% MECE Tree (4 Drivers → 8 Causes)
Breaking Down 691,340 Call Minutes into 4 Clear Root-Cause Branches
Total Workload
Support Call Minutes
691,340m
(1) × (2) × (3) × (4)
📦
1. REPAIR VOLUME
91,000 Drop-Off Units
1.1 Warranty Repairs: 62,000 (68%)
1.2 Paid Repairs: 29,000 (32%)
📞
2. % WHO CALL US
35.5% (32.3k Callers)
2.1 Shop Handover Gaps (19.5%)
2.1.1 Omit 7–10d wait (+5.5%) • 2.1.2 Tiny 8pt ID (+6%) • 2.1.3 Prints HQ # (+6%)
2.2 Online Tracker Gaps (16.0%)
2.2.1 Outdated Web Tracker (+4.0%) • 2.2.2 Normal Store Rate (12.0%)
🔁
3. REPEAT CALLS / PERSON
2.78x (89.8k Calls)
3.1 Courier Black Hole (+0.96x)
3.1.1 Wait >7d (3–5d in courier van with 0 texts)
3.2 Agent Blindness (+0.80x)
3.2.1 Can't see van scans • 3.2.2 "Call back in 48h"
⏱️
4. MINS PER CALL
7.7 Mins Avg
4.1 Talking to Caller: 6.5m (Healthy)
4.2 Chasing Partner Shops: 1.2m (Waste)
SLIDE B2 · BENCHMARK DIAGNOSTIC
Comparing Drop-Off vs. Direct Stores Pinpoints 6 Broken Steps
✗ 6 Broken | 🔒 1 Frozen | ✓ 3 Healthy
✓
1.1 & 1.2 Repair Volume91k vs 90k Plan
HEALTHY: Growth matches partner store rollout
✗
2.1.1 Return Date Expectation+5.5% Extra Callers
BROKEN: Clerks omit 7–10d shipping time (vs 2d store)
✗
2.1.2 Receipt Tracking ID+6.0% Extra Callers
BROKEN: Tiny 8pt font blocks customer self-tracking
✗
2.1.3 Receipt Phone Number+6.0% Extra Callers
BROKEN: Prints HQ hotline instead of local shop #
🔒
2.2.1 Online Web Tracker+4.0% ($450k Rebuild)
FROZEN: Shows no courier steps, but IT freeze blocks fix
✗
3.1.1 Courier Transit Black Hole+0.96x Repeat Calls
BROKEN: 3–5d in van with 0 updates triggers Day 7 panic
✗
3.2.1 & 3.2.2 Agent Blindness+0.80x Repeat Calls
BROKEN: Agents can't see van scans → "Call back in 48h"
!
4.1 Talk (6.5m) & 4.2 Shop Chasing+1.2m Chasing Waste
SYMPTOM: 6.5m talk is normal; 1.2m chasing vanishes w/ scans
SLIDE C · HIGH-IMPACT FOCUS SELECTION
Target: -442,690 Mins (-64%)
Focusing on 2 Zero-Budget Areas That Eliminate 88% of Avoidable Calls
🔒
Volume (91k) & Web Portal Rebuild ($450k): Ruled out (Strategic growth & $0 IT freeze)
F1
★ FOCUS #1: MISTAKE-PROOF RECEIPT (-182k Mins)
Cuts 1st-Time Callers in Half: 35.5% → 18.0%
• Customer-initialed 7–10d Promise Box (-5.0%) • Big 16pt ID + Camera QR (-6.5%) • Local Partner Shop Phone # (-6.0%)
F2
★ FOCUS #2: COURIER AUTO-SMS & LIVE VIEW (-260k Mins)
Ends Repeat-Call Loop: 2.78x → 1.15x (-59%)
• Auto-SMS when courier scans parcel (-0.90x) • Live courier scan view on Call Center screen + ban "call back in 48h" (-0.73x)
✓
Bonus — Saves 1.1m Shop Chasing (7.7m → 6.6m): Agents stop phoning shops once courier scans are visible
80/20 Impact vs. Feasibility Matrix (True 1:1 Proportions)
SLIDE D · CREATIVE ZERO-CAPEX SOLUTIONS
Poka-Yoke + Design Thinking + BPR ($0)
4 Practical Zero-Budget Fixes: Mistake-Proof Receipt & Courier Auto-SMS
🛡️ 1. MISTAKE-PROOFING (POKA-YOKE)
7–10d Promise Box
Customer initials 7–10d return date on receipt (immune to staff turnover).
📱 2. DESIGN THINKING
16pt ID + QR + Shop #
Camera QR opens tracker in 1 tap; prints local shop phone # instead of HQ.
🚚 3. LATERAL THINKING
Courier Scan Auto-SMS
Existing courier barcode scans trigger automatic texts (skips $450k website).
🎧 4. PROCESS RE-ENGINEERING
Agent Live Tracker
Agents see live courier scans & stop saying "call back in 48 hours".
📄 PROTOTYPE 1: MISTAKE-PROOF PAPER RECEIPT
Focus #1 ($0 PDF)
1. Large 16pt Tracking ID + Camera QR
ALP-2026-88492
Scan with phone camera → Opens tracker in 1 tap
2. Mandatory 7–10 Day Promise Box (Poka-Yoke)
☑ Central Hub Shipping: 7–10 Business Days (Est: 18 Nov)
Initials: J.T.
3. Local Shop Phone: Jurong Counter (65) 6555-0192
HQ Hotline
📱 PROTOTYPE 2: COURIER SCAN AUTO-SMS
Focus #2 ($0 Cost)
TEXT 1 • DAY 1 (5:45 PM) — COURIER PICKUP
"Hi John! Your device (ALP-2026-88492) was picked up from Jurong Shop and is heading to Central Repair Hub (Est: 18 Nov)."
TEXT 2 • DAY 4 (10:15 AM) — ARRIVED AT HUB (Ends Day 7 Panic!)
"Arrived safely at Central Repair Hub Bench #14 for service. Everything is on schedule for 18 Nov!"
TEXT 3 • DAY 8 (2:20 PM) — READY SOON
"Repair complete! On the courier van back to Jurong Shop. Ready for pickup tomorrow after 2 PM."
SLIDE E · QUANTIFIED IMPACT & ROLLOUT
691,340m → 248,650m (-64.0%)
Proven Result: Cuts Call Load by 64% (-442,690 Mins) & Saves $656k at $0 Cost
Call Center Minute Reduction Waterfall
🎛️ Live Q&A Sensitivity Simulator
1. % Customers Calling:18.0%
2. Repeat Calls / Person:1.15x
3. Avg Call Length:6.6m
New Annual Total:248,650 mins
Minutes Saved:-442,690 mins (-64.0%)
✓ BEATS GOAL (<280k Mins)
P1
Days 1–15 (Quick Wins): Roll out new PDF receipt (16pt ID, QR, ETA box) & ban "call back in 48h".
P2
Days 16–30 (Courier Texts): Connect courier barcode scans to Auto-SMS & Call Center screen.
P3
Days 31–60 (DMAIC Control): Track weekly call rate per shop (≤18% cap) & spot-check receipts.
APPENDIX · Q&A DEFENSE PLAYBOOK
Ready for Q&A: 4 Clear Answers to Tough Panel Questions
🧩 Q1: How did your team combine MT5021 tools?
• Management Consulting: Built MECE Driver Tree & 80/20 Matrix (Slides 3–5)
• Design Thinking: Mapped customer anxiety on Day 1 (receipt) & Day 7 (transit)
• Poka-Yoke + Lateral BPR: Mistake-proof receipt + courier scan Auto-SMS
🛡️ Q2: Won't high retail staff turnover ruin the 7–10d fix?
• Yes, if we relied on verbal classroom training (which decays under churn)
• Poka-Yoke Fix: Printed 7–10d Promise Box directly on the paper receipt
• Customer initials the box at handover → works even on a clerk's Day 1!
⚡ Q3: Why not fix the outdated Online Web Tracker (2.2.1)?
• Rebuilding the legacy web portal costs $450k & 9 months (blocked by IT freeze)
• Lateral Thinking: Customers only check websites when left in the dark
• Pushing automatic SMS texts on courier scans solves anxiety at $0 IT CapEx
📊 Q4: What if real-world adoption is lower than expected?
• Because Call Rate × Repeats × Call Length multiply together, gains compound
• Base Target (18% call, 1.15x, 6.6m): 248,650 mins (-64.0%)
• Conservative Stress Test (21% call, 1.25x, 6.7m): 275,000 mins (-60.2%)