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Customers & Service

Operational worksheet — four tabs

Maps how the organisation serves its customers and where it chafes.

What it contains​

Four tabs: Inventory, Issues, Analysis and Improvement actions.

  • Inventory: nine kinds of dimensions along which you describe the customer side — among others region, segment, proposition, channel and brand, plus the customer journey. For each dimension you record the situation in items with their own fields.
  • Issues: what is not working, under the dimension it belongs to. All selected dimensions appear as a heading, even if no issue sits under them yet. You link an issue to parts of the inventory.
  • Analysis: individual issues bundled into clusters.
  • Improvement actions: what you are going to do about it.

What you do yourself​

You fill in the dimensions or have them extracted from the dossier, review the issues and clusters that the AI proposes, and work out the improvement actions. A resolved issue is called "Addressed", an issue set aside is called "Deliberately ignored".

What the AI does​

While you wait, every AI button shows the verb, a running counter and the usual duration. Proposals arrive one by one as the AI writes them, and stay proposals, with their origin, until you accept them.

  • Dimensions: extract from the dossier, generate (also without a dossier) and improve the description of a dimension.
  • Items per dimension: extract and generate; extract the customer journey separately; have the fields of an item filled from the dossier.
  • Issues: extract and generate, with a proposal for the link to parts of the inventory. The AI keeps proposals that say the same as an existing issue out of the list as far as possible.
  • Analysis: cluster issues into themes, link themes to issues automatically, and place the remaining issues after all. If two issues say the same, the AI proposes merging them; the originals are kept.
  • Improvement actions: proposals per theme, with source references; generate an extra action; have the title and explanation rewritten to a set instruction, shown next to your own text.

The strategic framework​

The Strategic framework button opens a side panel next to the worksheet with the strategic themes and the principles that apply to this worksheet, each theme with its goal. This keeps the framework in view while you take inventory and formulate improvement actions. Which themes belong to a worksheet, you set at the theme on Strategy; the panel shows what was chosen there.

What it delivers​

A picture of the customer with substantiated issues and improvement actions, which flow on to the Change portfolio.

The worksheet report shows everything on this worksheet, empty fields included, without judgement, in these chapters: what this report is for · the customer in view (the customer journey at the top, below it the dimensions with all their fields) · issues, clusters and improvement actions · documents consulted. The management summary and the findings and advice are two other documents of this worksheet; see Reporting.

The One-pager Customers is the fourth: one A4 page that reads like a business text — how the customer domain is set up, where it chafes (including issues without a theme) and what we do about it and why — without counts.

The same pattern as the other operational worksheets

Customers, Processes, People and IT share the same four tabs: if you know one worksheet, you find your way on the others.