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An operations program forteams facing
Does everyone know who decides what in the new operating model?
Usually not. The org chart changed, the habits did not, so decisions go to the old owners or to nobody. This program aligns roles, trust and decisions, in four one-hour team sessions.
Make it for your team
Execution readinessExample scores for a sample company. Add your website to estimate your own. Measured once your team plays. Ready at 80.
Where it usually breaks38Today81/ 100After the 4 team sessions
Ready to executeShared knowledgeHigh riskDifferent pictures of who owns which decision
Shared convictionHigh riskTeams see the change as a cost cut, not an improvement
Shared practiceMedium riskNo agreed path for decisions that cross teams
4 sessions~50 min each8–12 people per teamNo facilitatorThe gap
What you'd typically hear if five of your people answered alone.
SESSION 1 · FILL THE GAPSAnswered alone
Finish the sentence: in the new model, a decision that affects two centres is made by…MMira…whoever spots the problem first.
JJonas…the central team. That is the point of the change.
AAylin…the two centre leads together.
TTomas…the same person who decided before.
RRosa…I don't know. Nobody has said.
What it costs you if nobody notices
Shared knowledgeDecisions go to the old ownersWithout a shared picture of the new roles, people ask the person they always asked.
Shared convictionThe new roles are resisted quietlyIf teams think the change is about cost, they comply on paper and protect their old territory.
Shared practiceCross-team decisions stallWithout an agreed path, the hardest decisions wait for the next steering meeting.
The program that closes the gap
Four one-hour sessions. Every one of your agents and team leads, the same picture of who decides, from day one.
Session
Shared knowledgeShared convictionShared practice
S1Know the new rolesAgrees who owns which decision, and what changed.
Shared knowledge1Quiz yourselves on who owns which decision in the new…2Apply the contain, sidewaysShared conviction3Decide together whether your team backs the leader's call…Shared practice4Sort real cross centre situations into the correct response5Rehearse the first three moves when a complaint hits two…
DemoS2Back the changeShows you whether your teams think the new model is better, and why not.
Shared knowledge1Decide together whether the new operating model's decision rights actually workShared conviction2Name what your centres risk losing if the new decision…3Decide as a team whether you back the new decision rights…Shared practice4Sort real cross-centre situations into the right response5Agree the order of actions your team takes in a cross…
DemoS3Route the decisionPractises who decides in real situations that cross teams.
Shared knowledge1Nail down who decides when a problem crosses two support…Shared conviction2Agree who decides when a problem crosses two support centresShared practice3Agree the correct response for cross centre situations…4Agree and practise the step order for routing decisions…
DemoS4Escalate in the right orderAgrees the escalation path and when to skip a step.
Shared knowledge1Agree the correct cross centre escalation sequenceShared conviction2Decide who owns a cross-centre decisionShared practice3Agree the escalation order for cross-centre issues4Rehearse the escalation call for a cross centre problem
DemoPlay it yourself · a short demo · one exercise from session 3 · Get the Order Right
Alone first. Then the team agrees on one answer.
This is a taste, not the whole session. “Route the decision” runs 4 exercises with your own team, on a call or in a room. Here is one of them, on the real screens, played with four AI teammates, so you can feel how a session works.
Route the decision · Get the Order Right00:00MJLSYouAgree and practise the step order for routing decisions that cross support centresOn screen: Rank the five steps of the worked example by the order you would take them, alone
You are playing with 4 AI teammates. Every screen opens on its briefing: read it, then tap I’m ready.
Readiness intelligence · what you'll see as teams play
Know which of your teams are working in the new model, and where you should step in, before the old habits come back.
Acme Support › Readiness intelligence › New operating modelEvery one of your agents and team leads knows who decides what in the new model
Readiness index81%Ready+43 pts25% participation + 25% progress + 50% alignment · Ready at 80
Shared knowledge48 → 88Shared conviction37 → 71Shared practice44 → 80
Participation94%141 of 150 people played at least once
Progress75%3 of 4 planned sessions completed
Alignment41% →78%468 of 600 points aligned
Failed alignment pointsWhere you should step in
Who owns cross-site decisionsNot aligned in 6 of 16 playsShared knowledgeYour regional leads · 18 people
Is the new model better for our customers, or just cheaper?"Not yet, we still have concerns" in 2 playsShared convictionYour longest-serving team · 22 people
Your agents and team leads could play this next week. Add your website to make it yours.
- 01 · 5 minConfirm the assumptionsCheck what we inferred about you and edit any text in place. Your edits are locked.
- 02 · 1 link per teamInvite your teamAny browser, any device. No account, nothing to install.
- 03 · after each playWatch readiness fill inYou see who played, what they agreed, and where to follow up.
Used by teams at
Free until you play live · ISO 27001 · EU data
Free until you play live · ISO 27001 · EU data