Map a Saturday Repair Handoff
Use RACI to assign clear ownership for a repair handoff during a busy retail shift.
A same-day trombone slide repair was technically completed but not communicated, creating a customer failure at pickup. RACI: Responsible, Accountable, Consulted, Informed Assuming 'repair has it' hides the fact that technical ownership and customer-promise ownership are different. Define the deliverable Deliverable: customer can pick up the repaired trombone by 5 p.m. with work completed, payment ready, and status communicated. RACI starts with the outcome, not the department. The outcome includes customer notification. Assign Responsible roles Sales is responsible for complete intake notes. Tech is responsible for repair work and play-test. Counter is responsible for text/call and pickup paperwork. Multiple people…
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