Project Everest

[Proposed Experiment] – Malawi Solar Feb 19 – Repair Workshops

Content

As many customers (7/10) have indicated that they don't know how to get into contact with PEV if their product breaks or displays faults, we have proposed organising community repair workshops. These are an organised meeting where customers within a village may bring their broken or faulty product, and receive technical support in the form of repairs or access to spare parts.  

 

Lean Phase: Unique Value Proposition

 

Assumption: Repair Workshops are a more time effective and accessible means of reaching out to existing customers with product issues, as compared to meeting with customers one on one when they contact us about issues.

 

Time Period: 2 weeks

 

Success Metric: Number of existing customers with product issues that attend the workshop. Customer feedback on the repair workshop

 

Criteria

 

Green Light – Continue holding Repair Workshops. Provide awareness of repair workshops during community meeting pitches.

 

Success Point – More than 50% of customers(with broken products) messaged about the meeting attend. 70% or more of attendees expressed a 7/10 or higher when asked how happy they were with the repair workshop.

 

Orange Light – Restructure the Repair Workshop system.

 

Failure Point – 20% or less customers(with broken products) messaged about the meeting attend. 50% or less of customers expressed a 7/10 when asked how happy they were with the repair workshop.

 

Red Light – Develop an alternative means of dealing with broken and faulty products.

 

Experiment Build

 

  1. Schedule a repair workshop date for an area we have sold kits at a community meeting. This can be done via bulk text our organised through NAYO.

 

  1. Follow Repair Workshop SOP (https://docs.google.com/document/d/1dE-xMw1PS...itkWqaA38/edit) to deal with any faults or breaks.

 

  1. Gather data on number of attendees vs number of customers messaged

 

  1. Have attendees fill out a repair workshop feedback survey.

 

  1. Repeat for multiple Repair workshops.

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