The 90-Day Transformation Pilot
Design a real 90-day evidence loop — from diagnosis to decision — in a genuine value stream, not a showcase pilot.
Scenario
Foundation caseThe organization wants a 90-day pilot in customer support. Requests hand off 2.8 times on average; median resolution time rose from 4 to 7 days, first-contact resolution is 48%, and customer satisfaction is 3.6/5. Team leads want to preserve specialist structures, while the sponsor wants shorter resolution time. The pilot may test end-to-end ownership for one request type, with no new headcount or tooling budget. Design what to test without worsening customer impact.
Your role
You lead the 90-day transformation pilot in customer support.
Your task
Design 30 days of diagnosis, 30 of bounded experimentation, and 30 of evidence-based decision-making, separating adoption from performance.
Flow, interests, and boundaries
- Requests average 2.8 handoffs; median resolution rose 4 to 7 days.
- First-contact resolution is 48% and satisfaction 3.6/5.
- End-to-end ownership can be tested for one request type.
- There is no new headcount/tooling; leaders protect specialization while the sponsor prioritizes resolution time.
Your response
There is no single correct answer; we will evaluate the reasoning chain you build.