Lean Data Case Study 5
Download as PPTX, PDF1 like166 views
Ziqitza wants to determine if it is reaching the poorest customers. It needs reliable metrics to accurately assess poverty. The document recommends Ziqitza use the Progress out of Poverty Index tool, which it decides to administer via customer satisfaction surveys conducted by call center representatives. While implementation was successful, adjustments were needed as administering the survey by phone revealed errors, highlighting the importance of thorough testing before large-scale data collection.
Lean Data Case Study 5
- 1. PART 4 1All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.
- 2. As we know, Ziqitza wants to determine if it is reaching the poorest of the poor. But assessing something like “poverty” can be challenging. Ziqitza needs to identify a reliable and valid set of questions, metrics, or indicators to quickly and accurately judge whether it is reaching its target customers. 2 All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.
- 3. 3 In Ziqitza’s case, the Progress out of Poverty Index (PPI), a tool managed by the Grameen Foundation, is an ideal instrument. If you’re not familiar with the PPI, you might want to check out progressoutofpoverty.org to download a copy of your country’s survey and watch a view overview describing the instrument. All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.
- 4. 4 Ziqitza decided to have its call center representatives administer the PPI questions as part of its routine feedback calls. The PPI questions were strategically added to the client satisfaction survey to ensure that familiarity with Ziqitza services leads to a congenial situation in which to engage in a longer survey. Image Credit: Center for Health Market Innovations. All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.
- 5. 5 After the first week, each call averaged four to five minutes. Normal business operations and data collection could operate in tandem. Ziqitza successfully implemented the PPI, but that is not to say that everything went perfectly. Indeed as far as Acumen or Grameen Foundation know, this was the first time the PPI had ever been administered by phone, and unsurprisingly we learned some important lessons about how to conduct the interviews in the process. . Image Credit: Center for Health Market Innovations. All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.
- 6. In particular, at first we found that the first three questions were particularly prone to error and so adjusted the script the call- center interviewers used. This speaks to the importance, even within Lean Data approaches, of testing the questions you are planning to use as thoroughly as possible before rolling out at scale, this will help you spot any unexpected inconsistencies or systematic errors in the data you aim to collect. 6Image credit: Noun Project , Mister Pixel. All use, reproduction and distribution of this work is subject to a CC-BY-NC-ND license.