How To Make a Cup of Tea in 28 Simple Steps - A Guide to Algorithmic Thinking
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Time to read 4 min
In the world of programming, there's a process called algorithmic thinking, which is essentially what you would do when you wish to instruct a computer how to perform a task. We see this in every day life, especially when we're showing our children how to do something new, like colouring within the lines, tying their shoe laces, or teaching how to cycle their bike.
In a recent blog, I discussed the need to embrace simplicity and reduce the use of tech jargon. Let's add on to that below.
What IS algorithmic thinking, and how does it apply to customer support?
Let's say, for example, a customer says "I don't know how to make a cup of tea. Can you teach me?"
We may be naturally inclined to say something like "throw the tea bag in the cup, fill with hot water, leave to brew for a minute, pour in a little milk and/or sugar."
That's the general overview of making a quick cup of tea, but there are several actions we did not advise on with these instructions, leaving a significant possibility for errors along the way.
Below is a recipe and guide for making a quick cup of tea, while trying to rule out the potential for any misunderstandings and mistakes.
The Perfect Cup of Tea
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Beverages
My Kitchen
- Step 1 - Pick up your kettle with one hand
- Step 2 - With your other hand, turn on the kitchen tap/faucet
- Step 3 - Open the kettle
- Step 4- Hold the kettle under the running water, allowing the kettle to fill-up
- Step 5 - When the water level has reached ~300ml, remove the kettle from under the running water.
- Step 6 - Place the kettle on its' base
- Step 7 - Turn off the running water
- Step 8 - Turn on the kettle
- Step 9 - While the kettle is heating the water, pick up an empty cup
- Step 10 - Place the cup down on the counter-top near the kettle
- Step 11 - Place a fresh teabag inside the cup
- Step 12 - Wait for the kettle to finish heating the water
- Step 13 - When the kettle has finished boiling, wait a moment
- Step 14 - Pick up the kettle by its' handle
- Step 15 - Position the kettle above the cup and off-centre slightly while still holding it
- Step 16 - Lean the kettle towards the cup, allowing the water to enter the cup
- Step 17 - When the cup is 2/3 filled, tilt it back up-right
- Step 18 - Place kettle back on its' base
- Step 19 - Allow the tea to brew for 3 minutes
- Step 20 - While waiting for the tea to brew, walk to where you keep your spoons
- Step 21 - Retrieve a spoon
- Step 22 - Return to the tea-making area with the spoon
- Step 23 - Remove the teabag from the cup using the spoon
- Step 24 - Dispose of the used teabag in the bin
- Step 25 - Stir the tea in the cup gently with the spoon
- Step 26 - Taste the tea to check if it's to your liking; if not, add sugar or milk as desired
- Step 27 - Once satisfied with the taste, rinse the spoon and return it to its designated place
- Step 28 - Enjoy your freshly made cup of tea!
What I have written above is a perfect example of algorithmic thinking. It allows us to provide clear guidance by embracing simplicity.
By employing algorithmic thinking in our approach to customer support, we can significantly minimise the chance for error arising from misinterpretation. This way we can ensure clear direction through each-step as we work towards an ideal outcome.
We aim for our instructions to be clear and, depending on the customer's competence in your area of customer support, as detailed or concise as necessary.
You have likely already been doing this in your normal day-to-day routine as you plan out your day, teach your child how to pour their own drink, or following baking instructions.
In a customer support role, the level of detail in your instructions should align with the customer's abilities. For instance, if a customer is highly skilled at making tea but is unfamiliar with our kitchen layout, we may be able to streamline the instructions. The customer's competence can help reduce the need for numerous individual instructions and minimise the likelihood of errors.
In what other areas can algorithmic thinking be employed?
Customer Support is not the only area in which we make use of algorithmic thinking.
Here's a few others:
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Training and onboarding: If you're training a new staff member on how to setup their new company laptops' security settings, or you're training somebody on how to do a particularly difficult and complex task, you're likely going to use this approach.
- Move your mouse cursor to the top left of your screen
- Click File
- Click Save
- Click the field to rename the field
- Type in the new name using your keyboard
- Product Development and Testing: In the realm of product development, algorithmic thinking plays a crucial role in designing and testing software applications, websites, or digital products. Engineers and developers follow systematic processes to identify requirements, write code, debug errors, and conduct rigorous testing to ensure the reliability, functionality, and usability of the final product.
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Supply Chain Management and Logistics: Imagine you're a logistics manager responsible for coordinating product delivery for a manufacturing company. To optimise transportation routes and streamline logistics operations, you apply algorithmic thinking for your route planning.
- Collect data on delivery destinations, including customer locations, delivery time windows, and product quantities.
- Utilise route optimisation algorithms to determine the most efficient delivery routes, considering factors such as distance, traffic patterns, road conditions, and vehicle capacity constraints..
- Programming: As mentioned at the opening of this blog, algorithmic thinking is used all the time in computer programming. Computers need to be be told every step to take to achieve an outcome. It is crucial we don't cause any uncertainties in our instructions.
Algorithmic thinking is everywhere, and a normal part of our lives.
Now that you're aware of it and what it is, how can you use it to your advantage?
