Day 1: Diagnosing Service Performance Deterioration

Evidence of Decline

• Combine indicators complaints and customer comments
• Compare current performance with prior baseline
• Identify journey stage where deterioration begins
• Define affected customer group/service outcome

Experience Gap Map

• Show expected versus actual experience
• Identify pain points increasing customer effort
• Link pain point to operating evidence
• Rank gaps by customer/service impact

Breaking Down the Causes

• Separate process, capacity, and behavior causes
• Test each possible cause against evidence
• Identify dependencies sustaining the problem
• Select causes within management influence

Day 2: Corrective Treatment and Service Recovery

Corrective Action Design

• Define result that must be restored
• Select process standard or information changes
• Assign owners across involved units
• Set closure date and verification evidence

Recovery at the Customer Interface

• Update communication while fix is underway
• Clarify frontline employee words/actions
• Provide appropriate treatment for affected customers
• Protect consistency across channels

Testing the Improvement

• Choose limited service area for testing
• Collect key before-and-after evidence
• Observe whether treatment creates new problems
• Revise the action before scaling

Day 3: Sustaining Recovered Service Quality

Conducting Recovery Measurement

• Compare recovery results with starting level
• Check quality variation across customer groups
• Confirm both experience and operating improvement
• Define criteria for closing corrective action

Controls Preventing Relapse

• Add monitoring where failure began
• Clarify who reacts to threshold breaches
• Update standards and working instructions
• Schedule a short follow-up review

Service Recovery Review

• Present evidence of the original decline
• Explain cause and corrective response
• Review test results and residual risk
• Approve prevention plan for the service

• Cases drawn from services showing visible deterioration in key indicators
• Integrated use of operating evidence complaints and customer observations
• Small-scale corrective tests before wider service rollout
• A recovery review producing controls designed to prevent recurrence