Inside my practice · Telecommunications
Two squads, one bill, nobody’s customer
Provisioning and billing teams each met their delivery goals while the customer received conflicting invoices.
What the situation reveals
The operating condition
Local execution was measured; ownership of the customer-facing seam was missing.
The move I would make
Assign one accountable owner to the full bill and test the handoff across teams.
The question to take into the room
Can every team be on target while the customer outcome is still wrong?
Explore the architecture
Follow the condition through the system.
Start with MODUS, then examine where the other disciplines alter the decision or its consequences.
Bring it into your work
Can every team be on target while the customer outcome is still wrong?