From Problem Analysis to Actionable Implementation Plan
Why Most Solution Recommendations Fail
The typical consultant approach:
“You should implement an AI-powered workflow automation platform with integrated CRM capabilities and customer self-service portal.”
Client reaction:
- “That’s a lot of buzzwords.”
- “How do we actually do that?”
- “What’s the first step?”
- “Who owns this?”
- “How long will it take?”
- “What if it doesn’t work?”
- “This feels overwhelming and vague.”
No clarity. No confidence. No action.
The professional consultant approach:
“We recommend a phased implementation over 16 weeks with four distinct stages. Phase 1 (weeks 1-4) is pure process redesign with zero technology spend – we’ll standardize the workflow, create templates, and establish clear ownership. This delivers 20% improvement for $15K investment. Phase 2 (weeks 5-12) implements workflow automation using [specific tool], eliminates manual handoffs, and creates customer visibility. This delivers an additional 40% improvement for $60K. Phase 3 (weeks 13-16) adds AI-powered assistance for edge cases for $50K. Each phase is independently valuable – if we stop after Phase 1, you’ve still improved. Here’s the detailed project plan, resource requirements, success metrics, and risk mitigation for each phase.”
Client reaction:
- “This is concrete and actionable.”
- “I understand exactly what we’re doing.”
- “The phased approach reduces risk.”
- “I can approve Phase 1 now and see results before committing to Phase 2.”
- “Let’s do this.”
Clarity achieved. Confidence built. Action initiated.
What “Recommended Solution Approach” Actually Means
The Recommended Solution Approach is the bridge between problem analysis and implementation. It answers:
- WHAT should we do? (Specific interventions, not generic recommendations)
- WHY this solution? (How it addresses root causes, not just symptoms)
- HOW should we do it? (Phased approach, sequencing, methodology)
- WHO needs to be involved? (Roles, responsibilities, decision-makers)
- WHEN will things happen? (Timeline, milestones, dependencies)
- HOW MUCH will it cost? (Investment breakdown by phase)
- WHAT results can we expect? (Quantified outcomes, success metrics)
- WHAT could go wrong? (Risks and mitigation strategies)
- WHY should we believe this will work? (Evidence, precedent, proof points)
This isn’t about proposing technology.
This is about designing a transformation that:
- ✅ Addresses actual root causes (not symptoms)
- ✅ Sequences interventions logically (not randomly)
- ✅ Matches organizational capacity (not consultant fantasy)
- ✅ Delivers incremental value (not big-bang)
- ✅ Mitigates implementation risk (not ignores it)
- ✅ Builds organizational capability (not dependency)
- ✅ Creates sustainable change (not temporary fix)
The Solution Design Framework
Layer 1: Root Cause Alignment
Before proposing solutions, map your solutions to root causes.
If your solution doesn’t address root causes, it’s cosmetic.
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ROOT CAUSE → SOLUTION MAPPING
Problem: Customer Onboarding Delays
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ROOT CAUSE 1: No Structured Workflow
───────────────────────────────────────────────────────────────
Evidence:
- Every CSR has different onboarding approach
- No standard checklist or template
- Manager has no visibility into status
- Handoffs are ad-hoc (email, Slack messages)
What This Causes:
- Inconsistent customer experience
- Things fall through cracks (18% of customers)
- Can't measure performance
- Can't optimize what you can't see
SOLUTION COMPONENTS:
✓ Standardized onboarding workflow (documented process)
✓ Template-based task lists (customizable by customer type)
✓ Automated task assignment based on triggers
✓ Manager dashboard for visibility
✓ Clear handoff procedures with accountability
Why This Works:
- Eliminates variation and ad-hoc coordination
- Creates single source of truth
- Enables measurement and continuous improvement
- Reduces cognitive load on CSRs
Phase: Phase 1 (process design) + Phase 2 (automation)
───────────────────────────────────────────────────────────────
ROOT CAUSE 2: No System Integration (Salesforce ↔ CS Tool)
───────────────────────────────────────────────────────────────
Evidence:
- CSR manually copies data from SF to CS tool (20 min per customer)
- Data entry error rate: 15%
- Sales and CS use disconnected systems
- Information loss at handoff
What This Causes:
- Wasted time on duplicate data entry
- Errors requiring rework
- Information gaps (CSR doesn't have complete context)
- Delayed customer contact
SOLUTION COMPONENTS:
✓ Salesforce → CS Tool integration (real-time sync)
✓ Automated customer record creation on deal close
✓ Required field validation in Salesforce (prevent incomplete data)
✓ Bi-directional sync for updates
Why This Works:
- Eliminates 96 hours/year of manual work
- Reduces errors from 15% to <2%
- Ensures CSR has complete information
- Enables instant customer contact
Phase: Phase 2 (technical integration)
───────────────────────────────────────────────────────────────
ROOT CAUSE 3: No Customer Self-Service Visibility
───────────────────────────────────────────────────────────────
Evidence:
- Customers email "what's my status?" 3-4× per CSR per day
- No way for customer to see progress
- CSRs spend 7 hours/day responding to status inquiries
What This Causes:
- Massive interruption burden on CSRs
- Customer anxiety and frustration
- Reactive firefighting vs. proactive CS work
SOLUTION COMPONENTS:
✓ Customer-facing onboarding portal
✓ Real-time status visibility (what's done, what's next)
✓ Automated milestone notifications
✓ Self-service document access
✓ Direct scheduling links (no email tennis)
Why This Works:
- Deflects 70% of status inquiry interruptions
- Reduces customer anxiety (visibility = control)
- Frees CSR capacity for high-value work
- Modern customer experience (self-service expected)
Phase: Phase 2 (portal development)
───────────────────────────────────────────────────────────────
ROOT CAUSE 4: Unclear Handoffs Between Teams
───────────────────────────────────────────────────────────────
Evidence:
- Sales → CS handoff is email (no structure)
- CS → Implementation handoff is Slack (no tracking)
- Information lost at each transition
- No SLAs for handoff response time
What This Causes:
- 20% of customers fall through cracks
- Implementation requests sit in queue 2-5 days
- Sales has to re-explain customer needs
- Finger-pointing when things go wrong
SOLUTION COMPONENTS:
✓ Automated handoff workflows with notifications
✓ Structured handoff checklists (required fields)
✓ SLAs for each handoff step (with alerts)
✓ Shared visibility across teams
✓ Escalation workflows for exceptions
Why This Works:
- Eliminates handoff failures
- Creates accountability (SLAs + visibility)
- Structured information transfer (no loss)
- Enables cross-functional collaboration
Phase: Phase 1 (process definition) + Phase 2 (automation)
───────────────────────────────────────────────────────────────
ROOT CAUSE 5: No Onboarding Playbook/Templates
───────────────────────────────────────────────────────────────
Evidence:
- CSRs create materials from scratch each time
- Training slides outdated, CSRs manually fix
- Email templates personal (inconsistent messaging)
- New CSRs take 3 months to develop own approach
What This Causes:
- Wasted time recreating what exists
- Inconsistent customer experience
- Poor scalability (can't onboard new CSRs quickly)
- Knowledge loss when CSR leaves
SOLUTION COMPONENTS:
✓ Centralized onboarding playbook
✓ Template library (emails, presentations, checklists)
✓ Customization framework (not one-size-fits-all)
✓ Version control and maintenance process
✓ New CSR training program based on playbook
Why This Works:
- Eliminates reinventing wheel
- Ensures consistent quality
- Enables rapid CSR onboarding
- Creates organizational knowledge asset
Phase: Phase 1 (create playbook/templates)
───────────────────────────────────────────────────────────────
ROOT CAUSE 6: No Metrics or Continuous Improvement
───────────────────────────────────────────────────────────────
Evidence:
- Can't answer "how long does onboarding take?"
- Manager tracks in manual spreadsheet
- No bottleneck identification
- No trend analysis
What This Causes:
- Can't optimize what you can't measure
- Problems not visible until they're crises
- No data-driven decision making
- Can't demonstrate improvement
SOLUTION COMPONENTS:
✓ Automated metrics dashboard
✓ Key metrics: cycle time, completion rate, CSAT, etc.
✓ Real-time bottleneck visibility
✓ Trend analysis and reporting
✓ Continuous improvement process
Why This Works:
- Makes performance visible
- Enables data-driven optimization
- Creates accountability
- Demonstrates ROI of improvements
Phase: Phase 2 (metrics built into workflow tool)
═══════════════════════════════════════════════════════════════
SOLUTION COMPLETENESS CHECK:
Does the solution address ALL root causes? ✓ YES
Root causes NOT addressed by solution: NONE
Risks of partial solution:
- If we only fix one root cause, others still create problems
- Need comprehensive approach
- But: Can phase implementation to reduce risk
═══════════════════════════════════════════════════════════════
This mapping proves your solution is comprehensive, not superficial.
Layer 2: Solution Architecture
Now design the complete solution with all components.
═══════════════════════════════════════════════════════════════
COMPREHENSIVE SOLUTION ARCHITECTURE
Problem: Customer Onboarding Delays
═══════════════════════════════════════════════════════════════
┌─────────────────────────────────────────────────────────────┐
│ SOLUTION OVERVIEW │
│ │
│ The solution transforms customer onboarding from a manual, │
│ ad-hoc, 35-day process into an automated, standardized, │
│ 15-day process with superior customer experience. │
│ │
│ Key Principles: │
│ • Automate repetitive tasks │
│ • Create visibility for all stakeholders │
│ • Standardize while allowing customization │
│ • Build organizational capability, not consultant dependency│
└─────────────────────────────────────────────────────────────┘
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COMPONENT 1: STANDARDIZED ONBOARDING WORKFLOW
═══════════════════════════════════════════════════════════════
What:
Documented, standardized end-to-end onboarding process with clear
steps, owners, timelines, and decision points.
Specific Elements:
─────────────────────────────────────────────────────────────────
1. Process Map (Swimlane Diagram)
- Every step from deal close to customer live
- Who does what, when, and how
- Handoff points clearly marked
- Decision trees for exception handling
2. Role Definition (RACI Matrix)
- Responsible: Who does the work
- Accountable: Who owns the outcome
- Consulted: Who provides input
- Informed: Who needs to know
Example:
Deal Close → Customer Record Creation:
- Responsible: CS Tool (automated)
- Accountable: CS Manager
- Consulted: Sales (provides data)
- Informed: Assigned CSR
3. Standard Operating Procedures (SOPs)
- Step-by-step instructions for each activity
- Screenshots and examples
- Decision criteria for edge cases
- Escalation procedures
4. Customer Journey Map
- Customer perspective of onboarding
- Touchpoints and communications
- Expected timelines
- Customer actions required
5. Exception Handling Playbook
- Common exceptions documented (from analysis)
- Standard responses for each
- Escalation paths
- Prevention strategies
Implementation:
- Phase 1: Document and validate with team
- Tools: Process documentation in Confluence or similar
- Deliverables: Process map, RACI, SOPs, journey map
- Timeline: 4 weeks (collaborative design)
- Cost: $15,000 (consulting + internal time)
Expected Impact:
- Reduces variation (every onboarding follows standard path)
- Enables training (clear documentation)
- Foundation for automation (can't automate what isn't defined)
- Quick wins: 15-20% improvement from standardization alone
═══════════════════════════════════════════════════════════════
COMPONENT 2: WORKFLOW AUTOMATION PLATFORM
═══════════════════════════════════════════════════════════════
What:
Cloud-based workflow management system that orchestrates the
onboarding process, assigns tasks, tracks progress, and provides
visibility to all stakeholders.
Specific Elements:
─────────────────────────────────────────────────────────────────
1. Automated Workflow Engine
- Trigger: Deal marked "Closed Won" in Salesforce
- Action: Automatically creates onboarding project
- Assigns tasks to appropriate people
- Sets due dates based on SLAs
- Sends notifications at each milestone
2. Task Management
- Pre-configured task templates by customer type
- Automated assignment rules
- Dependencies (can't start Task B until Task A complete)
- Reminders and escalations for overdue tasks
3. Team Collaboration
- Shared workspace per customer
- Comments and @mentions
- File attachments
- Activity log (audit trail)
4. Manager Dashboard
- Real-time view of all active onboardings
- Status by customer, by CSR, by stage
- Bottleneck identification
- SLA compliance tracking
5. Reporting and Analytics
- Cycle time tracking
- Completion rates
- Team capacity utilization
- Trend analysis
Tool Selection Criteria:
- Native Salesforce integration (API or built-in sync)
- User-friendly (CSR adoption critical)
- Customizable workflows (no-code/low-code)
- Customer-facing portal capability
- Reasonable cost (<$40K/year for our volume)
Recommended Tools (evaluate in discovery):
1. Monday.com (strong visual interface, good SF integration)
2. Asana (robust workflow, good for collaboration)
3. Salesforce Service Cloud (native, but higher cost)
4. Custom build on Salesforce (most flexible, higher dev cost)
Implementation:
- Phase 2: Select tool, configure, integrate, test, launch
- Timeline: 8 weeks
- Cost: $25K (software annual) + $35K (implementation)
- Resources: 1 project lead, 2 developers, CSR team for UAT
Expected Impact:
- Eliminates manual task tracking (17,550 hrs/year saved)
- Reduces handoff failures from 18% to <2%
- Manager gets real-time visibility (no more manual spreadsheet)
- Enables SLA management (accountability)
═══════════════════════════════════════════════════════════════
COMPONENT 3: SALESFORCE ↔ CS TOOL INTEGRATION
═══════════════════════════════════════════════════════════════
What:
Real-time, bi-directional data synchronization between Salesforce
(where deals are closed) and CS workflow tool (where onboarding
is managed).
Specific Elements:
─────────────────────────────────────────────────────────────────
1. Data Sync Configuration
- Trigger: Deal stage = "Closed Won"
- Action: Create customer record in CS tool
- Mapped fields:
* Customer: Company name, contact name, email, phone
* Deal: Products purchased, contract value, close date
* Sales: Account Executive, deal notes, special requirements
- Frequency: Real-time (within 5 minutes of deal close)
2. Data Quality Rules
- Salesforce validation: Required fields must be complete
before deal can be marked "Closed Won"
- Prevents incomplete handoffs
- Sales gets error message if trying to close incomplete deal
- List of required fields (co-designed with Sales team)
3. Bi-Directional Updates
- CS tool updates flow back to Salesforce
- Sales can see onboarding status in Salesforce
- Single source of truth for customer data
4. Error Handling
- Sync failures trigger immediate alert
- Manual fallback procedure documented
- Retry logic (attempt 3× before manual intervention)
- Monitoring dashboard for sync health
Technical Approach:
- Option A: Native connector (if tools support)
- Option B: iPaaS platform (Zapier, Workato, Mulesoft)
- Option C: Custom API integration
- Recommendation: Start with native/iPaaS, custom only if needed
Implementation:
- Phase 2: Design, develop, test integration
- Timeline: 6 weeks (parallel with workflow tool implementation)
- Cost: $45,000 (integration development + testing)
- Resources: 2 developers, 1 QA, Sales and CS input
Expected Impact:
- Eliminates 96 hours/year of manual data entry
- Reduces data errors from 15% to <2%
- Faster customer contact (real-time handoff vs. 1-2 day delay)
- Sales visibility into onboarding status (reduces escalations)
═══════════════════════════════════════════════════════════════
COMPONENT 4: CUSTOMER SELF-SERVICE PORTAL
═══════════════════════════════════════════════════════════════
What:
Customer-facing web portal where customers can see their onboarding
status, access documents, schedule meetings, and get help 24/7.
Specific Elements:
─────────────────────────────────────────────────────────────────
1. Status Dashboard
- Visual progress bar showing onboarding stages
- Completed steps (green checkmarks)
- Current step (in progress indicator)
- Upcoming steps (with estimated dates)
- Overall "% complete"
2. Task List
- Customer-facing tasks (things they need to do)
- Clear instructions for each
- Due dates
- Ability to mark complete
3. Document Library
- Welcome packet
- Training materials
- Product documentation
- Contract and legal documents
- Organized by category, searchable
4. Calendar Integration
- See scheduled calls/meetings
- Self-service scheduling (book training slots)
- Integration with CSR calendars
- Automated reminders
5. Communication Hub
- Message thread with assigned CSR
- Faster than email
- Keeps all communications in one place
- CSR gets notifications
6. Help Resources
- FAQ
- Video tutorials
- "Getting Started" guides
- Chatbot for common questions (Phase 3 enhancement)
Design Principles:
- Mobile-responsive (customers check on phones)
- Simple, clean interface (not overwhelming)
- White-labeled (company branding)
- Secure authentication (customer login)
- Real-time updates (not batch sync)
Technical Approach:
- Build on workflow platform if it supports customer portals
- OR: Separate web app integrated via API
- Must sync with workflow tool (single source of truth)
Implementation:
- Phase 2: Design, develop, test, launch
- Timeline: 8 weeks (parallel with workflow tool)
- Cost: $50,000 (UX design + development + integration)
- Resources: 1 UX designer, 2 developers, customer beta testers
Expected Impact:
- Deflects 60-70% of status inquiry interruptions (7 hrs/day → 2 hrs/day)
- Improves customer satisfaction (modern, transparent experience)
- Enables self-service scheduling (reduces coordination time)
- Differentiator vs. competitors (most don't have this)
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COMPONENT 5: TEMPLATE & CONTENT LIBRARY
═══════════════════════════════════════════════════════════════
What:
Centralized repository of onboarding templates, email scripts,
presentation decks, and training materials - maintained and
version-controlled.
Specific Elements:
─────────────────────────────────────────────────────────────────
1. Email Templates
- Welcome email (auto-sent on deal close)
- Kickoff call invitation
- Post-call follow-up
- Training confirmations
- Milestone notifications
- Completion/celebration email
- Each template: Subject line, body, variables to personalize
2. Presentation Templates
- Kickoff call deck
- Training slides (by product/module)
- Product overview
- Best practices guide
- Maintained with current product versions
3. Document Templates
- Onboarding project plan
- Customer checklist
- Technical setup guide
- Go-live readiness checklist
4. Script Library
- Call talking points
- Objection handling
- Common questions and answers
- Discovery questions for kickoff
5. Training Program
- New CSR onboarding curriculum
- Based on templates and playbook
- Reduces ramp time from 3 months to 1 month
Governance:
- Content owner: CS Manager
- Review cycle: Quarterly (ensure current)
- Contribution process: CSRs can suggest improvements
- Version control: Track changes, rollback if needed
Storage:
- In workflow tool (if supports)
- Or: Shared drive with clear organization
- Searchable, tagged by use case
Implementation:
- Phase 1: Create initial library (collaborative with team)
- Timeline: 4 weeks
- Cost: $10,000 (content creation + design)
- Ongoing: $8,000/year maintenance
Expected Impact:
- Saves 30 min/onboarding (no recreating materials)
- Consistent customer experience
- Faster new CSR ramp-up
- Knowledge retention (not lost when people leave)
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COMPONENT 6: METRICS & CONTINUOUS IMPROVEMENT
═══════════════════════════════════════════════════════════════
What:
Automated metrics dashboard and quarterly review process to track
performance and drive continuous improvement.
Specific Elements:
─────────────────────────────────────────────────────────────────
1. Key Performance Indicators (KPIs)
Cycle Time Metrics:
- Time to first contact (deal close → CSR reaches out)
Target: <24 hours
- Time to kickoff call (deal close → kickoff completed)
Target: <7 days
- Time to technical setup (kickoff → account configured)
Target: <5 days
- Time to training complete (setup → training done)
Target: <7 days
- Total onboarding time (deal close → customer live)
Target: <15 days
Quality Metrics:
- Data entry error rate
Target: <2%
- Configuration error rate
Target: <2%
- Task completion rate
Target: 100%
- SLA compliance rate
Target: >95%
Customer Metrics:
- Onboarding CSAT score
Target: >8.5/10
- First 90-day churn rate
Target: <2%
- Time to first value
Target: <20 days
Team Metrics:
- CSR capacity utilization
Target: 70-85% (not over-utilized)
- Onboardings per CSR per month
Target: 5-6 (up from current 3)
- CSR satisfaction with process
Target: >8/10
2. Dashboard Views
- Executive view: High-level trends, exceptions only
- Manager view: Team performance, individual CSR loads, bottlenecks
- CSR view: Personal metrics, compare to team average
- Customer view: Progress on their specific onboarding
3. Alerting
- SLA violations (missed deadlines)
- Customers at risk (stalled >3 days)
- System errors (integration failures)
- Performance anomalies (sudden spike in cycle time)
4. Continuous Improvement Process
- Monthly metrics review (CS team)
- Quarterly deep-dive (with stakeholders)
- Identify improvement opportunities
- Implement, measure, iterate
Implementation:
- Phase 2: Build dashboards into workflow tool
- Timeline: Built-in to workflow implementation
- Cost: Included in Component 2 cost
- Ongoing: Quarterly review facilitation ($15K/year)
Expected Impact:
- Visibility enables optimization
- Data-driven decision making
- Accountability for performance
- Demonstrate ROI of solution
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COMPONENT 7: CHANGE MANAGEMENT PROGRAM (CRITICAL!)
═══════════════════════════════════════════════════════════════
What:
Structured program to drive adoption, manage resistance, train
users, and ensure the new process sticks.
Why Critical:
Best solution in the world fails if people don't use it.
Change management is not optional - it's the difference between
success and failure.
Specific Elements:
─────────────────────────────────────────────────────────────────
1. Stakeholder Engagement
- Early involvement in design (workshop participants)
- Champion network (1-2 advocates per department)
- Executive sponsorship (COO visible support)
- Regular communication (what's happening, why, when)
2. Training Program
- Role-based training (different for CSR, Sales, Implementation)
- Hands-on practice environment
- Training materials (videos, guides, quick references)
- Train-the-trainer (CSR champions train peers)
- Timing: 2 weeks before launch, not on launch day
3. Communication Campaign
- Pre-launch: "Here's what's coming and why it's better"
- Launch: "It's here! Here's how to use it"
- Post-launch: "Success stories, tips, reminders"
- Channels: Email, Slack, team meetings, 1-on-1s
4. Adoption Support
- Launch week: "Extra hands on deck" support
- Office hours: Daily drop-in help sessions (first 2 weeks)
- Help desk: Dedicated channel for questions
- Quick fixes: Rapid response to issues/bugs
5. Feedback Loops
- Weekly surveys (first month): "How's it going?"
- Address concerns immediately
- Iterate on workflows based on feedback
- Celebrate wins (show metrics improving)
6. Incentives & Recognition
- Recognize early adopters
- Celebrate team milestones
- Tie to goals (but don't penalize during ramp)
Implementation:
- Phases 1-3: Ongoing throughout
- Timeline: Starts 4 weeks before launch, continues 8 weeks after
- Cost: $40,000 (dedicated change manager + materials)
- Resources: 1 change manager (external or internal)
Expected Impact:
- Adoption rate >85% within 30 days (vs. 40-50% without change mgmt)
- Reduced resistance and complaints
- Faster time to benefits realization
- Sustainable change (doesn't revert to old ways)
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SOLUTION ARCHITECTURE SUMMARY
═══════════════════════════════════════════════════════════════
7 Components working together:
1. Standardized Workflow - Foundation (what should happen)
2. Automation Platform - Orchestration (makes it happen)
3. System Integration - Data flow (eliminates manual entry)
4. Customer Portal - Visibility (reduces interruptions)
5. Template Library - Consistency (saves time, ensures quality)
6. Metrics Dashboard - Accountability (drives improvement)
7. Change Management - Adoption (ensures it works)
Each component addresses specific root causes.
Together, they transform the entire onboarding experience.
Total Solution Cost:
- One-time: $379,500
- Annual ongoing: $77,000
Total Expected Benefits:
- Annual: $1,131,261
Net Annual Value: $1,054,261/year (after ongoing costs)
ROI: 115% in Year 1
Payback: 5.2 months
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Layer 3: Phased Implementation Approach
Never do big-bang. Always phase.
═══════════════════════════════════════════════════════════════
PHASED IMPLEMENTATION STRATEGY
Problem: Customer Onboarding Delays
═══════════════════════════════════════════════════════════════
PHILOSOPHY:
Deliver value incrementally, derisk implementation, build
organizational capability progressively, allow learning between
phases.
THREE PHASES OVER 16 WEEKS:
- Phase 1: Process Foundation (4 weeks)
- Phase 2: Automation & Integration (8 weeks)
- Phase 3: AI Enhancement & Optimization (4 weeks)
Each phase is independently valuable. Can stop after any phase
and still have improvement.
═══════════════════════════════════════════════════════════════
PHASE 1: PROCESS FOUNDATION
Duration: 4 weeks | Investment: $25,000 | Expected ROI: 20%
═══════════════════════════════════════════════════════════════
Objective:
Standardize the onboarding process, eliminate variation, create
documentation foundation - WITHOUT any technology spend.
"Prove that process improvement works before investing in automation."
What We're Doing:
─────────────────────────────────────────────────────────────────
Week 1-2: Process Design
- Map current state (As-Is process) - DETAILED
- Design future state (To-Be process) - OPTIMIZED
- Eliminate waste, streamline handoffs
- Define RACI (roles and responsibilities)
- Get team buy-in through collaborative design
Week 2-3: Documentation & Templates
- Create SOPs (standard operating procedures)
- Build email templates
- Design presentation templates
- Develop customer journey map
- Create new CSR training materials
Week 3-4: Pilot & Rollout
- Pilot with 2 CSRs and 4-5 customers
- Gather feedback, refine
- Train all CSRs
- Launch new process company-wide
- Monitor and support
Deliverables:
✓ Documented end-to-end process (Confluence)
✓ RACI matrix
✓ SOPs for each step
✓ Email template library (15+ templates)
✓ Presentation template library (kickoff, training)
✓ Customer journey map
✓ New CSR training program
Success Metrics (Phase 1):
- Onboarding time: 35 days → 28 days (20% reduction)
- Process variation: High → Low (measured by std deviation)
- CSR satisfaction with process: Baseline → +2 points
- Customer CSAT: 6.8 → 7.3
- Data entry errors: 15% → 12% (some improvement from checklists)
Investment Breakdown:
- Consultant facilitation: $15,000
- Internal team time: $8,000
- Materials/tools: $2,000
- TOTAL: $25,000
Why Start Here:
1. Low cost, low risk
2. Immediate improvement (20%)
3. Process must be defined before it can be automated
4. Builds team engagement and buy-in
5. Creates foundation for Phase 2
6. Proves ROI before larger investment
What Changes for Users:
- CSRs follow new standardized checklist
- Use email templates (saves time)
- Use updated presentation decks
- Still manual (no new systems yet)
Phase 1 Gate Decision (Week 4):
✓ Did we achieve 20% improvement?
✓ Is team adopting new process?
✓ Is customer feedback positive?
✓ Do we have budget for Phase 2?
IF YES → Proceed to Phase 2
IF NO → Analyze why, fix issues, re-pilot before Phase 2
IF BUDGET DENIED → Still achieved 20% improvement, stop here
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PHASE 2: AUTOMATION & INTEGRATION
Duration: 8 weeks | Investment: $185,000 | Expected ROI: 60%
═══════════════════════════════════════════════════════════════
Objective:
Automate the standardized process, integrate systems, create
customer self-service visibility.
"Now that process is defined, automate it."
What We're Doing:
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Week 1-2: Tool Selection & Setup
- Evaluate workflow platforms (Monday, Asana, SF Service Cloud)
- Select best fit (cost, features, integration, usability)
- Procure licenses
- Set up dev/test environment
- Design integration architecture
Week 3-5: Development & Configuration
- Configure workflow tool with Phase 1 process
- Build task templates by customer type
- Develop Salesforce integration
- Create customer portal (initial version)
- Build manager dashboards
- Develop metrics/reporting
Week 5-6: Integration & Testing
- End-to-end integration testing
- Load testing (ensure performance at scale)
- Security review
- User acceptance testing (UAT) with CSR team
- Customer portal beta test (5 customers)
- Bug fixes and refinements
Week 7: Training & Launch Prep
- Train CSR team (hands-on workshops)
- Train Sales team (how handoff changes)
- Train Implementation team (new request process)
- Create user guides and help resources
- Launch communications
- Dry run / dress rehearsal
Week 8: Launch & Stabilization
- Go-live (start with new customers only)
- Daily monitoring first week
- Rapid issue resolution
- Office hours for questions
- Gradual rollout to in-flight onboardings
- Celebrate early wins
Deliverables:
✓ Workflow automation platform (configured)
✓ Salesforce ↔ Workflow tool integration (live)
✓ Customer self-service portal (v1)
✓ Manager dashboard
✓ Metrics and reporting
✓ Training materials
✓ User adoption >80%
Success Metrics (Phase 2):
- Onboarding time: 28 days → 15 days (46% total reduction)
- Manual data entry: 96 hrs/year → 0 (eliminated)
- Status inquiries: 7 hrs/day → 2 hrs/day (71% reduction)
- Handoff failures: 18% → 2% (89% reduction)
- Manager visibility: Manual spreadsheet → Real-time dashboard
- Customer CSAT: 7.3 → 8.2
Investment Breakdown:
- Workflow platform license (Year 1): $25,000
- Platform implementation: $35,000
- Salesforce integration: $45,000
- Customer portal development: $50,000
- Training & change management: $20,000
- Project management: $10,000
- TOTAL: $185,000
Why This Sequence:
1. Process is already standardized (Phase 1)
2. Team knows the new process (easier to automate)
3. Can automate workflow + integration in parallel
4. Delivers major improvements (automation + integration)
5. Customer portal is differentiator
What Changes for Users:
- CSRs use workflow tool instead of personal tracking
- Tasks auto-assigned (no more manual coordination)
- Customer data auto-synced from Salesforce
- Customers can see status (no more inquiry emails)
- Manager has real-time dashboard
- Implementation gets structured requests with SLAs
Phase 2 Gate Decision (Week 8):
✓ Is system stable and performing well?
✓ Is user adoption >80%?
✓ Are we seeing expected time savings?
✓ Is customer satisfaction improving?
✓ Should we enhance with AI (Phase 3)?
IF YES → Proceed to Phase 3
IF NO → Stabilize, address issues, then consider Phase 3
IF NOT NEEDED → Stop here, achieved 60% improvement
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PHASE 3: AI ENHANCEMENT & OPTIMIZATION
Duration: 4 weeks | Investment: $80,000 | Expected ROI: 20% addl
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Objective:
Add AI-powered capabilities to handle edge cases, provide
intelligent assistance, and further optimize the process.
"Now that process is automated, make it intelligent."
What We're Doing:
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Week 1-2: AI Capability Development
- AI-powered onboarding assistant (chatbot for customers)
* Answers common questions 24/7
* Integrated into customer portal
* Escalates to human when needed
- Intelligent document generation
* Auto-generates onboarding plan based on customer data
* Customizes training materials
* Creates handoff summaries
- Predictive analytics
* Identifies at-risk onboardings (likely to stall)
* Suggests proactive interventions
* Forecasts capacity needs
Week 3: Testing & Refinement
- Test AI responses (accuracy, tone)
- Customer beta test (chatbot)
- Refine prompts and logic
- Security and privacy review
Week 4: Launch & Optimization
- Deploy AI features
- Monitor usage and effectiveness
- Continuous improvement of AI responses
- Train team on working with AI tools
Deliverables:
✓ Customer-facing AI assistant
✓ Automated document generation
✓ Predictive analytics dashboard
✓ Training on AI features
Success Metrics (Phase 3):
- Onboarding time: 15 days → 12 days (14% additional reduction)
- Customer self-service: 70% → 85% (chatbot deflection)
- CSR time per onboarding: 8 hours → 4 hours (50% reduction)
- Proactive intervention: Prevent 50% of potential stalls
- Customer CSAT: 8.2 → 8.7
Investment Breakdown:
- AI assistant development: $40,000
- Document generation: $20,000
- Predictive analytics: $15,000
- Training & rollout: $5,000
- TOTAL: $80,000
Why Phase 3 is Optional:
1. Phases 1-2 deliver 80% of value
2. Phase 3 is enhancement, not foundation
3. AI adds polish but not core functionality
4. Some clients may not need this sophistication
5. Can delay Phase 3 and add later if desired
What Changes for Users:
- Customers can ask chatbot questions (instant answers)
- CSRs get auto-generated documents (less manual work)
- Manager sees predictive alerts (prevent problems)
- More intelligent, less manual work
Phase 3 Completion (Week 4):
✓ Full solution deployed
✓ Achieved >70% total improvement
✓ All stakeholders satisfied
✓ ROI delivered
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IMPLEMENTATION SUMMARY
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Total Timeline: 16 weeks (4 months)
Total Investment:
- Phase 1: $25,000
- Phase 2: $185,000
- Phase 3: $80,000
- TOTAL: $290,000
Cumulative Improvement:
- After Phase 1: 20% (28 days vs. 35 days baseline)
- After Phase 2: 60% (15 days vs. 35 days baseline)
- After Phase 3: 70% (12 days vs. 35 days baseline)
Flexibility:
- Can stop after Phase 1: Achieved 20%, spent $25K
- Can stop after Phase 2: Achieved 60%, spent $210K
- Full implementation: Achieved 70%, spent $290K
Decision Gates:
- Week 4: Phase 1 → Phase 2 decision
- Week 12: Phase 2 → Phase 3 decision
- Each gate: Review results, adjust approach, decide next steps
Risk Mitigation:
- Incremental investment (not all upfront)
- Incremental value (benefit at each phase)
- Learning between phases (refine approach)
- Built-in flexibility (can adapt based on results)
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Layer 4: Resource Requirements & Roles
Be specific about who does what.
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RESOURCE REQUIREMENTS & TEAM STRUCTURE
Solution Implementation: Customer Onboarding Transformation
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GOVERNANCE STRUCTURE:
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Executive Sponsor: COO (Marcus Wei)
- Removes roadblocks
- Budget authority
- Final decision-maker on trade-offs
- Visible champion to organization
- Time: 2 hours/week (exec reviews, escalations)
Steering Committee: (Meets bi-weekly)
- COO (sponsor)
- CFO (budget oversight)
- VP Customer Success (primary stakeholder)
- VP Sales (Sales handoff)
- CTO (technical oversight)
- Time: 1 hour bi-weekly
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CORE IMPLEMENTATION TEAM:
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PROJECT LEAD: VP Customer Success (Sarah Chen)
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Responsibilities:
- Overall accountability for project success
- Day-to-day leadership
- Team coordination
- Stakeholder management
- Change management leadership
- Final decisions on scope/priority
Time Commitment:
- Phase 1: 15 hours/week (heavy involvement in process design)
- Phase 2: 10 hours/week (oversight, UAT, training)
- Phase 3: 8 hours/week (monitoring)
Success Criteria:
- Onboarding cycle time reduced >50%
- Team adoption >80%
- Customer satisfaction improvement
- On time, on budget
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PROJECT MANAGER: External Consultant or Internal PM
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Responsibilities:
- Timeline management (Gantt chart, milestones)
- Budget tracking
- Resource coordination
- Risk management (risk register)
- Issue escalation
- Status reporting (weekly updates)
- Vendor management
Time Commitment:
- Phase 1: 20 hours/week
- Phase 2: 30 hours/week (peak)
- Phase 3: 20 hours/week
Deliverables:
- Project plan (detailed)
- Weekly status reports
- Risk and issue log
- Budget tracking
- Meeting facilitation
Recommendation: External consultant (your firm)
- Brings methodology and best practices
- Objective perspective
- Dedicated capacity (not pulled into other priorities)
- Experience with similar implementations
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TECHNICAL LEAD: Senior Developer from IT Team
─────────────────────────────────────────────────────────────────
Responsibilities:
- Technical architecture design
- Salesforce integration development
- Workflow tool configuration
- Customer portal development
- Testing and QA
- Performance optimization
- Production support (first 30 days)
Skills Required:
- Salesforce development experience (Apex, APIs)
- Web development (for portal)
- Integration experience
- Database knowledge
Time Commitment:
- Phase 1: 10 hours/week (planning)
- Phase 2: 30 hours/week (75% allocation)
- Phase 3: 25 hours/week (60% allocation)
Resource Confirmation:
- Name: [TBD - coordinate with CTO]
- Backup developer identified for overflow
- Pre-approved by CTO for allocation
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UX/UI DESIGNER: Contract Resource
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Responsibilities:
- Customer portal design (mockups, prototypes)
- User experience research (customer interviews)
- Usability testing
- Design system creation
- Workflow tool customization (visual design)
Time Commitment:
- Phase 2 only: 80 hours total
- Weeks 1-3: Design phase (40 hours)
- Weeks 5-6: Testing and refinement (40 hours)
Deliverables:
- Portal wireframes and mockups
- Interactive prototype
- Design specifications
- Usability test report
Recommendation: Contract resource (not full-time need)
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CHANGE MANAGER: External Consultant or Internal HR
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Responsibilities:
- Stakeholder analysis and engagement
- Communication strategy and execution
- Training program design and delivery
- Champion network development
- Resistance management
- Adoption tracking
- Feedback collection and response
Time Commitment:
- Phase 1: 15 hours/week (early engagement)
- Phase 2: 25 hours/week (training, launch)
- Phase 3: 15 hours/week (support, optimization)
Deliverables:
- Stakeholder engagement plan
- Communication calendar
- Training materials
- Adoption dashboard
- Post-launch support plan
Recommendation: External consultant (change management specialist)
- Dedicated focus (not competing priorities)
- Best practices and methodologies
- Credibility (outside perspective)
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WORKING TEAM (Part-Time):
═══════════════════════════════════════════════════════════════
Customer Success Team:
─────────────────────────────────────────────────────────────────
- CS Manager (1): 10 hours/week (process design, review, training)
- Senior CSRs (2): 8 hours/week each (process design, UAT, training)
- All CSRs (8): 5 hours/week (UAT, training, feedback)
Phases: All phases (varying levels)
Role:
- Co-design new process (Phase 1)
- User acceptance testing (Phase 2)
- Training and feedback
- Champions/advocates
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Sales Team:
─────────────────────────────────────────────────────────────────
- VP Sales: 3 hours/week (handoff design, oversight)
- Sales Operations: 5 hours/week (SF configuration, testing)
- 2 AEs: 2 hours/week each (input, testing)
Phases: Primarily Phase 1-2
Role:
- Design Sales → CS handoff
- Salesforce validation rules
- Test integration
- Training on new handoff process
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Implementation Team:
─────────────────────────────────────────────────────────────────
- Implementation Manager: 5 hours/week
- 2 Implementation Specialists: 3 hours/week each
Phases: Primarily Phase 1-2
Role:
- Design CS → Implementation handoff
- Test new request workflow
- Training on new process
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IT Team:
─────────────────────────────────────────────────────────────────
- CTO: 2 hours/week (architecture review, oversight)
- Senior Developer: 30 hours/week (see above - Technical Lead)
- QA Engineer: 10 hours/week (testing)
- IT Operations: 5 hours/week (deployment, monitoring)
Phases: Primarily Phase 2-3
Role:
- Technical development
- Integration testing
- Deployment and support
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Support Team:
─────────────────────────────────────────────────────────────────
- Support Manager: 3 hours/week
- 2 Support Reps: 2 hours/week each
Phases: Phase 2 (customer portal testing)
Role:
- Test customer portal
- Provide input on customer help resources
- Prepare for support question changes
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EXTERNAL VENDORS:
═══════════════════════════════════════════════════════════════
Workflow Platform Vendor:
- Account Manager: Liaison for questions, issues
- Implementation Specialist: Configuration guidance
- Technical Support: Troubleshooting
Integration Platform Vendor (if using iPaaS):
- Technical Support
- Professional Services (for complex mappings)
Your Consulting Firm:
- Project Manager: 25 hours/week average
- Process Consultant: 15 hours/week (Phase 1)
- Change Manager: 18 hours/week average
- Ad-hoc subject matter experts: As needed
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TOTAL RESOURCE ALLOCATION SUMMARY:
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Internal FTE Commitment:
- Phase 1: ~1.5 FTE equivalent (distributed across team)
- Phase 2: ~2.5 FTE equivalent (peak)
- Phase 3: ~1.5 FTE equivalent
External Consulting:
- ~1.5 FTE (PM + Change Manager + Process Consultant)
Timeline:
- Phase 1: 4 weeks
- Phase 2: 8 weeks
- Phase 3: 4 weeks
- TOTAL: 16 weeks (4 months)
Critical Dependencies:
✓ IT developer allocation (must be secured before Phase 2)
✓ CS team availability for UAT (schedule around quarterly planning)
✓ Executive sponsor active participation (not delegated)
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This level of detail shows you’ve thought through execution, not just strategy.
The Solution Recommendation Document
Pull it all together into one comprehensive recommendation.
═══════════════════════════════════════════════════════════════
RECOMMENDED SOLUTION APPROACH
Problem: Customer Onboarding Delays
Prepared for: [Client Executive Team]
Prepared by: [Your Consulting Firm]
Date: [Date]
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EXECUTIVE SUMMARY (2 pages)
─────────────────────────────────────────────────────────────────
Problem Recap:
Customer onboarding takes 35 days on average, costs $1.5M/year in
inefficiency, causes 5% first-90-day churn (vs. 2% benchmark), and
prevents scaling revenue without proportional headcount growth.
Recommended Solution:
Phased transformation over 16 weeks combining process standardization,
workflow automation, system integration, and customer self-service.
Investment: $290,000 total ($25K Phase 1, $185K Phase 2, $80K Phase 3)
Return: $1.1M annual benefit (383% 3-year ROI)
Payback: 5.2 months
Phased Approach:
- Phase 1 (4 weeks): Process standardization (20% improvement, $25K)
- Phase 2 (8 weeks): Automation + integration (additional 40%, $185K)
- Phase 3 (4 weeks): AI enhancement (additional 10%, $80K)
Each phase is independently valuable. Can stop after any phase.
Recommendation: Approve all three phases, with phase gates to review
results and adjust approach.
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SECTION 1: PROBLEM STATEMENT & ROOT CAUSES (4 pages)
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[Summarize comprehensive analysis]
- Current state quantification
- Root cause analysis
- Stakeholder impact
- Business case for change
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SECTION 2: SOLUTION ARCHITECTURE (8 pages)
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[Detail the 7 solution components]
1. Standardized Workflow
2. Automation Platform
3. System Integration
4. Customer Portal
5. Template Library
6. Metrics Dashboard
7. Change Management
For each component:
- What it is
- Why it's needed (root cause addressed)
- How it works
- Expected impact
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SECTION 3: PHASED IMPLEMENTATION PLAN (10 pages)
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[Detail Phase 1, 2, 3 as shown above]
For each phase:
- Objectives
- Timeline and activities
- Deliverables
- Success metrics
- Investment
- Expected ROI
- What changes for users
- Gate decision criteria
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SECTION 4: RESOURCE REQUIREMENTS (4 pages)
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[Team structure and roles as detailed above]
- Governance structure
- Core implementation team
- Working team (part-time)
- External vendors
- Time commitments
- Resource dependencies
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SECTION 5: FINANCIAL MODEL & ROI (6 pages)
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[Comprehensive financial analysis]
- Current state cost: $1,526,901/year
- Solution cost breakdown
- Expected benefits by category
- Net annual value: $1,054,261
- ROI calculations (Year 1, 3-year, NPV, IRR)
- Payback analysis
- Sensitivity scenarios
- Risk-adjusted ROI
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SECTION 6: RISK ANALYSIS & MITIGATION (4 pages)
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[See next section for details]
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SECTION 7: SUCCESS METRICS & GOVERNANCE (3 pages)
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[KPIs, dashboards, review cadence]
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SECTION 8: ALTERNATIVES CONSIDERED (2 pages)
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[Why we rejected other approaches]
- Do nothing (unacceptable - $1.5M annual cost continues)
- Band-aid fixes (doesn't address root causes)
- Big-bang implementation (too risky)
- Different technology choices (trade-offs)
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SECTION 9: RECOMMENDATION & NEXT STEPS (2 pages)
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RECOMMENDATION:
Approve 3-phase implementation with total budget of $290,000.
IMMEDIATE NEXT STEPS (IF APPROVED):
Week 1:
- Finalize project team (confirm resource allocations)
- Kick off Phase 1 (process design workshops)
- Establish governance (steering committee, status cadence)
Week 2-4:
- Execute Phase 1 activities
- Weekly status updates to steering committee
- Prepare for Phase 1 gate decision
Week 4:
- Phase 1 gate review
- If approved, initiate Phase 2 procurement and planning
DECISION REQUESTED:
Approve project and authorize Phase 1 budget ($25,000) by [DATE]
TOTAL DOCUMENT: 45 pages + appendices
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The Meta-Principle: Solutions Must Be Concrete, Sequenced, and De-Risked
The difference between recommendations that get funded vs. recommendations that get filed:
❌ Filed: “You should modernize your onboarding with AI and automation.”
✅ Funded: “Here’s a 16-week, 3-phase plan with detailed activities, resource requirements, costs, timelines, and expected outcomes. Phase 1 costs $25K and delivers 20% improvement in 4 weeks with zero technology risk. If that works, Phase 2 costs $185K and delivers an additional 40%. Each phase has clear success criteria and decision gates. Total investment is $290K with $1.1M annual return and 5-month payback. Here’s the 45-page implementation plan.”
Concrete solutions get funded because they:
- Reduce uncertainty (client knows exactly what will happen)
- Demonstrate competence (detailed planning = credibility)
- Mitigate risk (phased approach = flexibility)
- Create confidence (clear metrics = accountability)
- Enable decision-making (specificity = actionable choice)
Do the work to design a real solution, not a concept.
That’s what separates consultants from advisors.
What aspects of solution design are you most concerned about? Balancing comprehensiveness with simplicity? Phasing approach? Technology selection? Resource estimation? Getting client buy-in? Handling scope creep? Mitigating implementation risks?