Question: Describe a time that you realized that the current work processes and systems at your organization were not effective at meeting customer needs, and you sought to change it. What was the issue, and what did you do?

Alternative Question Phrasing:

You ever felt, during course of your work, that the existing systems and solutions are not sufficient to meet the needs of customers properly and/or that they need to be changed? If so, tell me more.

Follow-up questions:

Question Details:

Question Type:

Behavioral

Skills:

Basic – Critical Thinking,Basic – Monitoring (Making observations of self and environment),Basic – Science and Logic,Complex Problem Solving,Social – Service Orientation (Customer Service/Focus),Systems – Judgment and Decision Making,Systems Analysis,Systems Evaluation

Abilities:

Cognitive – Deductive Reasoning,Cognitive – Inductive Reasoning,Cognitive – Originality

Other Factors:

Big 5 – Agreeableness,Candidate Preparedness,Personal Improvement (Growth),Personality-Job Fit,Personality-Organization Fit,Self-Awareness

Work Activity (Task):

Information Input – Estimating Characteristics of Objects, Events, or Information,Information Input – Identifying Objects, Actions, and Events,Information Input – Inspecting Equipment, Structures, or Materials (for Problem Identification),Information Input – Monitor Processes, Materials, or Surroundings,Interacting with Others – Innovation Management,Mental Processes – Analyzing Data or Information,Mental Processes – Developing Objectives and Strategies,Mental Processes – Evaluating Compliance with Standards,Mental Processes – Thinking Creatively (Creativity)

Work Context (Person-Job/Team/Org Fit):

Interpersonal Relationships – Relationship With Supervisor,Job Structure – Level of Responsibility (Impact of Decisions on Co-workers or Organization Results)

Work Style (Person-Job Fit):

Achievement/Effort (Action/Result Orientation),Adaptability/Flexibility,Attention to Detail,Innovation

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate is able to carefully study the pros and cons of the existing processes.
You are looking for the candidate’s focus to serve the customers exceptionally well.
If the candidate adheres to the company’s policies while suggesting the changes.

Red Flags to Watch For:

If the candidate doesn’t seem comfortable to make changes to the existing processes,

Sample Answer:

N/A

Question Source: https://www.jobbankusa.com/interview_questions_answers/