I’m not talking about the band. Nor the act of engaging lips. I’m talking about the acronym K.I.S.S.: Keep It Simple (I consider the last ‘s’ optional.)
My latest K.I.S.S. story goes like this:
Assurance converted to a new client management system last year. Like any good tech system, it contained numerous fields and workflows demanding to be filled with detailed information. We, of course, wanted those fields completed accurately. It’s important to our business!
I embarked on a large-scale data quality project involving quite a few people as well as goals, milestones and action items. Early in the process we delivered a self-serve dashboard that allowed our service professionals to access their own client records – anytime, in real time. It simply showed them our 17 highest priority data elements and which of theirs needed to be completed or corrected – in one aggregated, easy to understand place.
And that’s where my story ends. Our incomplete data items went from 7,725 to 226 in a matter of months. A full 97 percent improvement. All based on doing one simple thing: empowering our people.
The rest of my project has since lost its urgency and luster. A few action items worth knocking out remain, but the core problem was solved with that one simple step.
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