Tenex
- Diagnosis and workflow design
- Implementation and agent configuration
- Ongoing operation and adjustments
- Indicator tracking
How it works
From the first conversation to ongoing operation.
Five stages, defined responsibilities and an indicator agreed before we start.
ONE METHOD. FIVE STEPS.
See what happens
at every stage.
Explore the path from a business need to a working process.
01/ 05
Follow the work closely.
We talk to the people doing the work and follow the information: where it comes from, who needs it and where it gets lost.
What we examine
- Current conversations and records
- Handoffs between people and systems
- Exceptions and repeated work
› TENEX / METHODILLUSTRATIVE EXAMPLE
A workflow map
Request received → information lookup → customer response
- Input
- A WhatsApp message
- Dependency
- Check delivery status
- Bottleneck
- Context has to be repeated
What comes out
A defined workflow, its owners and the information it needs.
02/ 05
Choose a useful place to start.
We consider operational value, information availability and implementation effort. Together, we define a first delivery that can be measured.
What we agree on
- One problem at a time
- An indicator and a baseline
- Boundaries and an accountable owner
› TENEX / METHODILLUSTRATIVE EXAMPLE
The first workflow
Understand delivery questions and prepare a handoff to logistics.
- Include
- Order identification and the question
- Escalate
- Changes to dates or addresses
- Measure
- Time to a useful handoff
What comes out
An agreed priority, scope and success criterion.
03/ 05
Turn the design into daily work.
We configure the experience around available information and company rules. We test everyday cases and exceptions with the people who will use it.
What we validate
- Context-aware responses
- Access and information sources
- Confirmations and human handoffs
› TENEX / METHODILLUSTRATIVE EXAMPLE
A test before launch
A customer asks about a delivery but gives no order number.
- Recognize
- Required information is missing
- Respond
- Ask for the missing detail
- Respect
- Never invent a date or a status
What comes out
A workflow tested with the team, with clear limits for starting.
04/ 05
Measure what changed.
The agreed indicator is supported by reviews of conversations and cases requiring intervention. Speed alone does not tell the whole story.
What we track
- The indicator agreed at the start
- Quality of the next step
- Exceptions, corrections and feedback
› TENEX / METHODILLUSTRATIVE EXAMPLE
Reading the operation
Compare equivalent periods and understand what explains the difference.
- Outcome
- Was the handoff useful?
- Quality
- Was the context correct?
- Learning
- Where did the team need to intervene?
What comes out
A shared view of the result and a list of adjustments.
05/ 05
Expand from what we learned.
We review the result before taking a workflow to other teams or adding new tasks. Every expansion brings its own context.
What we revisit
- Conditions for repeating the workflow
- New information and owners
- Capacity to support the operation
› TENEX / METHODILLUSTRATIVE EXAMPLE
A possible expansion
After understanding deliveries, assess a workflow for order questions.
- Preserve
- Rules and lessons that work
- Adapt
- Sources and team-specific needs
- Track
- New scope and a new indicator
What comes out
A next step supported by evidence from the operation itself.
FROM CONVERSATION TO ACTION
An intention finds
its next step.
An illustration of how conversations, context and operational rules connect. Each implementation defines which information to consult and when to involve your team.
Responsibilities
Your team
- Access to the right information and people
- Definition of business rules
- Day-to-day use of the agents
- Participation in reviews
Measurement
We agree on what to measure before we start.
Starting point
We record how the operation works today, with the data that exists.
Agreed indicator
We define with you an indicator the operation understands.
Periodic review
We track the indicator and review decisions together.
Commercial model
Scope, indicators, pricing and terms are defined in the proposal, based on the diagnosis of your operation.