Background - Work Experience
ITyDATA envisions a world where individuals and organizations unlock the transformative power of agility, data, technology, and career growth. To support those looking to gain hands-on experience, ITyDATA offers an intensive, self-paced work experience program that bridges the gap between knowledge and real-world application. Participants tackle real business challenges, enhancing their skills and expertise through practical, industry-relevant projects
Problem
ITyDATA’s work experience program has become its flagship offering, empowering over 200 individuals to gain practical experience and transition into both technical and non-technical roles. Recognising its success, the senior management team is actively exploring ways to enhance its value, engagement, and overall impact on career transitions, career changes, and professional growth. They believe there is significant potential to further strengthen the program as a powerful enabler for career advancement.
Task
As a Management Consultant Trainee, the aim of my project was analysing both internal and external sources of dissatisfaction for the work experience program services as part of the STATIK (System Thinking Approach to Introducing Kanban) initiative.
Method
Three 90-minute workshops were conducted to identify sources of dissatisfaction and understand customer needs. The first workshop focused on external dissatisfaction by gathering feedback from customers. The second workshop addressed internal challenges by identifying sources of dissatisfaction within the service delivery team. An additional 90-minute session was held to analyze customer profiles and their purpose for joining the work experience program. All findings were presented to the senior management team using Miro
Result
Figure 1 shows external sources of dissatisfaction for a segment of the customers
Figure 2 shows internal sources of dissatisfaction for the Work Experience Program Delivery Team
Figure 3 shows customer profiles and their purpose
Outcome
The Work Experience Program offers a valuable opportunity for individuals seeking to establish their careers. By providing hands-on experience, recognized references, and access to the job market, the program equips participants with essential tools for a successful career transition.
For senior management, this initiative delivered critical insights from both customers and employees, helping to enhance the overall service experience.
Customers felt heard, valued, and appreciated, increasing their likelihood of recommending the program to others, knowing their feedback contributes to meaningful improvements.
For the service delivery team, the opportunity to voice concerns was a relief, fostering a culture of continuous improvement. Identifying pain points allowed them to address key challenges and focus on what truly matters.
Ultimately, understanding the sources of dissatisfaction among both customers and service teams presents strategic and tactical opportunities to enhance service delivery and improve overall satisfaction.
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