Expertise
Where does execution break down?
Handoffs, incentives, capacity and ownership across the customer journey.
Operations and accountability
Is the performance gap caused by execution, by incentives, or by the way the work is designed?
Where the work can focus
- Lead handling and sales handoffs
- Responsibility and decision rights
- Process and performance measurement
How I examine it.
- 01Trace the actual workflow across departmental boundaries.
- 02Compare reported activity with observable customer handling.
- 03Clarify responsibility and measures at the points that matter.
An indicative deliverable
An operating assessment, a responsibility map, and prioritised changes.
Scope and deliverables are agreed for each engagement. This describes an approach, not a promised result.