Project Scope
1.
Phase1 (Session 1-4) - Diagnosis and Quick and Dirty Action
a.
Find 2-3 Customer Support Key metrics(OKR)
b.
List 1-3 quick action items
i.
Temporary Metric Defining
ii.
Content Generation Setup
c.
Customer Journey Map / Interview
2.
Phase 2 (Session 5-10) - Support Operation System Design
a.
Design the CS MVP Operational system (Metrics, Process, Tool, Team)
3.
Phase 3 (Session 11-14) - System Configuration & Documentation
a.
Define OKR
b.
Customer Support Process
c.
Support Management Tool
d.
OKR Metric Owner (DRI)
e.
Configuration using A-D
f.
1st iteration after configuration
4.
Phase 4 (Session 15-20) - Optimization & Team Building
a.
2nd, 3rd iteration
b.
Customer Support Dashboard Setup
c.
Team Job Description Writing
d.
Hiring
