Who it's for
Designed around these roles
Cross-functional managers and team leads in operations, sales, finance, customer service, technology and other interdependent functions.
Purpose
Make the work between departments easier to understand and agree.
Focus on the points where a customer request or internal task crosses team boundaries. Map dependencies, clarify expectations and negotiate a practical improvement experiment together.
- Best for
- Cross-functional managers and team leads in operations, sales, finance, customer service, technology and other interdependent functions.
- Planned outputs
- 3 draft outputs for your team to review
- Topics
- 6 topics of learning and practice
- Formats
- Online, Onsite, Hybrid
- Engagement
- Standalone workshop or a module in a wider engagement
At a glance
Why teams take this workshop
Challenges this workshop addresses
Work lost between departments
Different assumptions about service expectations
Escalation replacing direct problem-solving
How the workshop works
From your challenge to working material
Follow how the topics build towards each planned output. Select a stage or a topic to step through it.
Learning outcomes
What your team leaves with
The outputs below are proposed workshop deliverables: drafts and working tools for your team to review and develop. Final scope is agreed before an engagement. Business results depend on subsequent decisions, implementation and context.
- Output 1A shared workflow map showing handoffs and dependencies.
- Output 2A draft internal service agreement with inputs, ownership and escalation.
- Output 3A measured improvement experiment for the teams to review and sponsor.
Workshop outline
Topics and the outputs they feed
The outline below shows the learning scope. Sequence, depth and timing are agreed during scoping.
| Session | Topic | Builds towards |
|---|---|---|
| 01 | A shared customer or operating challenge | A shared workflow map showing handoffs and dependencies. |
| 02 | Dependencies and sources of cross-functional friction | A shared workflow map showing handoffs and dependencies. |
| 03 | Workflow and handoff mapping | A draft internal service agreement with inputs, ownership and escalation. |
| 04 | Internal service agreements and decision rights | A draft internal service agreement with inputs, ownership and escalation. |
| 05 | Interest-based problem-solving and escalation | A measured improvement experiment for the teams to review and sponsor. |
| 06 | Shared measures and follow-through experiments | A measured improvement experiment for the teams to review and sponsor. |
01
- Topic
- A shared customer or operating challenge
- Builds towards
- A shared workflow map showing handoffs and dependencies.
02
- Topic
- Dependencies and sources of cross-functional friction
- Builds towards
- A shared workflow map showing handoffs and dependencies.
03
- Topic
- Workflow and handoff mapping
- Builds towards
- A draft internal service agreement with inputs, ownership and escalation.
04
- Topic
- Internal service agreements and decision rights
- Builds towards
- A draft internal service agreement with inputs, ownership and escalation.
05
- Topic
- Interest-based problem-solving and escalation
- Builds towards
- A measured improvement experiment for the teams to review and sponsor.
06
- Topic
- Shared measures and follow-through experiments
- Builds towards
- A measured improvement experiment for the teams to review and sponsor.
Engagement paths
Two ways to run this workshop
Our team will agree whether to use a fictional case or an authorised workplace process. The emphasis is operational collaboration, not a generic team-building event.
Standalone workshop
Use a hands-on workshop to work through a shared case or authorised workflow and draft an agreement between participating teams.
