An optional reflection
Where does the work
actually happen?
Do people use the system to do the work, or update it afterwards? Review the work team by team to identify where the system is falling short.
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. 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
Start with the work that needs to change.
Bring one real example. We’ll talk through what happens today, what a useful improvement would look like and the next step.