Operational Maturity Assessment

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Question 1

How well can leadership view incoming client requests and their status?

No visibility

Work lives in individual mailboxes. Leadership only finds out about problems when they escalate.

Limited visibility

Leadership has to chase people for updates. No consolidated view of the operation.

Partial visibility

Some work gets tracked in shared systems, but plenty falls through the cracks.

Good visibility

Most work lives in a centralised system. Leaders can check the status of work when needed.

Total visibility

Live dashboard show all work, who owns it, where it stands, and whether you're hitting SLAs.

Please select

Question 2

What actually happens when work moves between team members? Eg. Holidays, sick leave, resignations

Informational black hole

The new team member starts from square one. Rework is common and clients have to re-explain everything.

Email forwarding

You're relying on individuals to pass emails along. Context often gets lost.

Documented handovers

People write things down before they leave, but there's usually missing info.

System-tracked handovers

Case notes contain the full history. New owners can see exactly where things stand.

Flawless transitions

Complete case visibility with automated notifications and zero information loss.

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Question 3

How quickly does leadership actually know when something's going sideways?

Client complaints

You find out about problems when clients are already escalating or deals fail.

Weekly reviews

Issues are raised in regular meetings, but it's usually too late to fix anything.

Manual monitoring

Leaders manually check high-risk cases, but many slip through the net.

Exception alerts

Your system flags unusual delays or cases sitting idle. Management can review them in a timely manner.

Predictive intelligence

Real-time alerts catch issues before they hit clients. You can jump in and fix things proactively.

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Question 4

How accurately does incoming work get categorised and sent to the right people?

Frequent errors

The wrong team handles the work. You're doing significant rework because things got misclassified (e.g. confusing share transfers.)

Individual judgment

You're relying on each person's understanding. Results are all over the place.

Basic guidelines

You've got written procedures, but team members interpret them differently.

Structured routing

Clear classification rules mean the majority of work gets routed correctly.

Intelligent automation

The system reads requests and routes them automatically with high accuracy.

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Question 5

When multiple teams work on the same case, how easy is it for them to find what they need?

Information silos

Each team only sees what got forwarded to them. Critical context gets missed.

Email chains

The information exists somewhere, but it's scattered across email threads. Good luck finding it!

Shared folders

Documents are stored centrally, but they're not connected to the workflow. You waste time hunting for things.

Linked information

The case system shows related documents and communications. Mostly accessible.

Single source of truth

All correspondence, documents, and actions are visible in one place. Complete transparency.

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Question 6

How do you make sure work doesn't sit idle for extended periods?

No tracking

We can't - work can sit indefinitely. You only find out about idle work when clients chase you.

Periodic checks

Teams manually reviews old items on a periodic basis.

Individual responsibility

Team members are expected to manage themselves. No safety net.

Automated reminders

The system alerts owners when SLAs are approaching and escalates overdue items.

Proactive management

Real-time SLA monitoring with automatic escalation and redistribution is in place.

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Question 7

How do you prevent billing errors from happening?

Frequent errors

We don't - we have regular billing mistakes that don't get caught for months. Significant revenue leakage.

Quarterly reconciliation

We discover issues during periodic reviews, but have trouble recovering the money.

Manual verification

Someone manually checks billing, but errors sometimes slip through.

Exception reporting

The system flags unusual billing patterns to investigate.

Automated safeguards

Billing is integrated with case management. Active clients are never missed.

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Question 8

How accurately are you capturing billable vs. non-billable time?

Guesswork

Time sheets filled out from memory. Significant inaccuracies.

End-of-day logging

People try to recall what they did at the end of the day. Minor inaccuracies.

Project codes

Time gets tracked by project but not by specific activity. Limited insight.

Activity-based tracking

Time is recorded as work happens. Reasonably accurate.

Automated capture

Time gets recorded automatically as people work. No separate timesheets needed.

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Question 9

How much leadership time gets eaten up by firefighting?

Constant crisis mode

Majority of management time spent on urgent issues.

Frequent disruptions

A lot of time spent on reactive firefighting. Strategic work often interrupted.

Some control

Some distractions. Can complete most planned activities.

Managed exceptions

10-20% reactive. Crises are genuine exceptions.

Proactive operation

Problems get caught early before they blow up. Minor firefighting.

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Question 10

If a client questions what happened with work, how easily can you piece together the timeline?

Impossible to reconstruct

You're relying on people's memories. No documentation of who did what and when.

Email deep dive

You're searching multiple inboxes, finding gaps in the records. It's time-consuming and frustrating.

Partial documentation

Key events are documented, but gaps remain. The timeline's incomplete.

Good records

Most activities are tracked. You can reconstruct timelines with some effort.

Complete transparency

Every action is timestamped and attributed. Instant reconstruction. Defensible billing.

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