Breaking assumptions involved discarding assumptions that underlies the existing old system. In so doing, we
started with the process problems which we collected from customers and stakeholders needs & expectations.
We then discovered the specific rule responsible for instigating the problem. We also searched the assumptions
behind the rules that help propagate drawbacks in the performance of the process. Finally, the reviewed the false
assumptions arising the rule and justified them nature so that while redesigning we could start with free without
any annihilating rules.
• Follow the policy • The existing service • Customers need other service areas
direction areas can solve • The current areas do not solve all
• stick with the usual way management management development problems
of doing business development problems • We can involve in other service areas as
• Believing that the far as they help organizational
stakeholder prohibits us transformation
from involving in other
areas
5 Absence of strong customer • We can manage • No critical complaint in • Customers may have complaints in the
relationship and poor customer relationship the service future. Therefore the mechanism should be
complaint handling and complaint through • Customers are rational established for our service improvement.
suggestion box and end and feel free to express • Customer complaints are source of service
of service evaluation their feelings development
• Good service is
provided
6 Poor target group selection • Target groups are • Trainees of the same • Customers of the same managerial level
in terms of sectoral and segregated in terms of level will have the same can have different educational background
educational background their managerial level educational background
• Accept all registered • Customization is required
trainees • One solution will be a • Level of education matters for transfer of
solution for all learning
Redesigning problem rule assumption 4
Management Dev't Process EMI
7 Lack of management • They are tasted • What others tasted • Customization is required
development service somewhere else/abroad works for our case • Our situation may be different
customization with • One size does not fit all
indigenous knowledge
(tested & practiced service)
• Customers should wait • Customer don’t have • Customers may have other alternatives to
8 Lack of timely responses for our response other alternatives go
• Consultants should be • Consultants might have • We should have individual based plan to
asked for their another engagement identify the consultants schedule
willingness
9 Program cancellation and • Breakeven number • The cost will not be • We can provide the service even for a
frequent postponement should be attained covered with few single customer through different medias
• Postpone when facilities number of customers (mechanisms)
are full / unavailable
• No alternative facilities • There are several alternatives to the
are sought customer