An optional reflection
Where does the work actually happen?
If people do the real work in a spreadsheet and update the CRM afterward, start there. This optional reflection helps the team see where their systems support the work and where they don’t.
The existing USS maturity resource acknowledges the four-dimension framework developed with Value-First Team and Chris Carolan: customer view, revenue view, business context and team enablement.
Use the levels below as prompts for a conversation about where work happens. For a check on whether an AI test is ready, use the AI readiness check. They are not a certified score or a prediction of financial results. A workflow review can proceed without this framework.
Untrusted record
People check another tool or ask a person before relying on the system.
After-the-fact reporting
Records are updated after work happens, largely to support reporting.
Operational use
At least one team uses the system to carry out its daily work.
Connected operations
Information and ownership carry across teams and their handoffs.
Continued improvement
The team keeps improving the system and reviews the results.
A useful next step is to inspect one actual job, quote or invoice. Reconcile what people report with the records, effort and exceptions involved.
Follow one piece of workA useful first conversation
What should your team be able to do next?
Tell us what your team is trying to change. We’ll talk about what it needs to know, who needs to be involved, and where to start.