Execution Capability
Customer Journey | ||||||||||||
Outcome Cycle | ||||||||||||
Develop | Develop | Evaluate | Execute | Prosper | ||||||||
Engagement Cycle | ||||||||||||
Execution Capability | ||||||||||||
Processes | ||||||||||||
Systems | ||||||||||||
People Skills | ||||||||||||
Partners | ||||||||||||
Supporting elements | ||||||||||||
Capacity |
Guidance for Rating | |
Processes |
1 - Our current processes map closely to how we would execute this step. Some adaptation may be needed, but minor changes only (<10% changed) |
2 - Our current processes are similar to how we would execute this step, which could be achieved with small changes (<25% changed) | |
3 - Our current processes would need to be changed, but we could use a lot of the current process (<60% changed). | |
4 - Our current processes would need a major overhaul (>60% changed) | |
Systems |
1 - Our current IT Systems support how we would execute this step. Some adaptation may be needed, but minor changes only (<10% changed) |
2 - Our current IT systems are a good fit for how we would execute this step, with only small changes (<25% changed) | |
3 - Our current IT systems would need to be changed, but we could use a lot of the current systems (<60% changed). | |
4 - Our current IT systems would need a major overhaul (>60% changed) | |
People Skills |
1 - Our current staff have the skills to execute this step. Some training may be needed, but minor changes only (<10% change in the skills of the current staff) |
2 - Our current staff have most of the skills needed to execute this step. Training will be needed. (<25% change in the skills of the current staff) | |
3 - Our current staff have some of the skills needed, with stronger training required (<60% change in the skills of the current staff) | |
4 - Our current staff would struggle to execute this step (>60% change in the skills of the current staff) | |
Partners |
1 - Our current partners have the skills to execute this step. Some training may be needed, but minor changes only (<10% change in the skills of the current partners) |
2 - Our current partners have most of the skills needed to execute this step. Training will be needed. (<25% change in the skills of the current partners) | |
3 - Our current partners have some of the skills needed, with stronger training required (<60% change in the skills of the current partners) | |
4 - Our current partners would struggle to execute this step (>60% change in the skills of the current partners) | |
Supporting elements |
1. We have documented almost all of the tools, guidance or methodologies we want to provide the customer on supporting elements (<10% additional work required) |
2. We have documented most of the tools, guidance or methodologies and know how to document most of the rest (<25% additional work required) | |
3. We have documented some of the tools, guidance or methodologies and know how to document some of the rest (<60% additional work required) | |
4. We require a substantial effort to document the tools, guidance or methodologies we want to provide the customer on supporting elements (>60% additional work required) | |
Capacity |
1 - We can implement this step of the customer lifecycle with current resource levels (staff and partners) |
2 - We need to make a small addition to resource levels for this step, but this should not prove to be difficult | |
3 - additional resources will be required for this step. Adjustments to budgets may be needed | |
4 - Significant additional resources are required for this step |