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The Iceberg Model
Events are things that happen. Most of these events are routine, like eating breakfast. Some pose a threat to our well-being, like that guy who almost hit you on your way to workthis morning. Many that we notice present themselves as “problems” we must solve, like the leaky faucet in the kitchen.
Patterns are the changes in variables that occur over time. Since thesevariables are frequently observed as parts of events, to see these patterns we start by asking ourselves the question, “Which events seem to go together?” — That is, we speculate that certain events are insome way related. Then, using the accumulated memories of the events, we view them as a series in order to see a pattern. More specifically, we look at the variables that are involved in the events andexamine how they change (or stay the same) over time.
Structure answers to the question, “What is causing the pattern we are observing?” Just as invisible ice below the water supports the visibletip of the iceberg, the structure supports and creates the patterns we see in the events. It may not be easy to see the structure, but the patterns we can see tell us that the structure must be there.Mental models are what keep the structure doing what it does. They are the thoughts and reasoning that must exist (or must have existed) that cause the structure to be the way it is. These thoughtsexist in the minds of the structure’s stakeholders — the people who set up the structure or those that play a role in the way it operates.
According to the arregements that we want to improve in thecustomer sevice in Sport Planet, I will detail the differents aspects that involve the iceberg model.
Events:
* Bad Service
* Bad Introduction of the waitress
* Employees poorly uniformed* Promotions not well advertised
* The absence of the host
* Music to loud
* Not appropiated enlightenment
Patterns:
* Bad Costumer Service
* Lack of Professionalism
* A...