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what approach should i take?

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  • #53555

    dev
    Member

    Hi all,
    I have a problem statement and i want suggestions form you on what are the different approaches i can take to prepare a RACI for this.

    customer service professionals lack integration from a accountability perspective. there are disparate functions that contributes to the customer representatives experience but no control is placed to ensure that the customer representatives experience is consistent through out their life cycle ( from recruiting / hiring through termination)
    identify the key value streams that contribute to customer representative experience and establish the accountability of various functions

    please guide me on the possible approaches

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    #190656

    broderick
    Participant

    Ignore the RACI chart. Go back and focus on the charter and clearly defne the charter to include the problem statement – Who, What, When, Where, Extent of the problem. Support it with data (numeric / %).

    You need a metric. You need a standard. You need the deviation between the two. That is your problem. You are talking about symptoms. Good luck.

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