Operating Model Sections
Name one of the three categories in the Strategy Model
Direction&Action Planning
Measure of Success
Execution
What is the CX Operating Model
A way of working for all CX Ops organizational levels.
This model is implemented how frequently
Daily
Step 1
Review last months commitments/learnings
Name each of the RH Values
Safety First
Participation is Power
Radical Customer Focus
First principles Thinking
Name the three dimensions
Strategy Model, Leader Model and Agent Model
Why was the CX operating model created
To Create a common framework and language to effectively drive high performance at all levels of the CX ops while maintaining room for authenticity of leadership styles.
OR
It’s created to help curate the skills of our people, develop the talent, and consistently drive results.
How often you should update your MBR
Monthly
Step 2
Review overall progress towards goal achievement
What is Alex Mesa's Title
VP of Customer Experience
Name the 3 categories of the Leader Model
Lead, Manage, Coach
How does the leader model support you
Through the three components: lead, coach, and manage
Via goal achievement plans, MBRs, and target coaching.
What does this create opportunities for
achieve goals, develop skills, and drive performance
Step 3
Review overall performance measures
How often will you have the opportunity to earn a bonus in 2023?
Quarterly
Name the three categories of the Agent Model
Goal Achievement, Skill Development, Performance
How does the agent model support you
The agent model applies directly to my day to day creating opportunities to achieve my goals, develop skills, and drive performance.
What are some of the scenarios that would prompt you to update your Goal Achievement Plan?
Changing roles
Changing leaders
When goals change or are reached
Step 4
Identify skill/focus area in upcoming month
What team building activity did we first do in 2022?
Made home made pizzas
Name five out of the nine Cross-functional spokes
People X, Onboarding, Functional Leads, L&Q, KM, POM, WFM, Recruiting, Compliance
Name the four steps of the Goal Achievements Process
Vision
Achievements
Performance
Daily Habits
What should you do if you aren’t on track to meet your commitments coming from your MBR?
connect with your CXM and re-evaluate your action plan
Step 5
Define new commitments for the upcoming month
What framework did we use in 2022 to guide how we handle customer interactions?
The ARROW methodology