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skills/closed-loop-playbook/SKILL.md

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+---
+name: closed-loop-playbook
+description: Governance system for routing VoC insights to owners and tracking follow-through.
+---
+
+# Closed-Loop Playbook Skill
+
+## When to Use
+- After synthesizing VoC insights that require cross-functional action.
+- During QBRs or ELT reviews to show status of customer commitments.
+- Whenever audit trails are required for compliance or customer councils.
+
+## Framework
+1. **Intake** – capture insight ID, driver, severity, customer(s), and evidence link.
+2. **Routing** – assign accountable owner, supporting squad, and due date.
+3. **Action Plan** – define mitigation plan, success criteria, and measurement method.
+4. **Communication** – schedule updates to customers, exec sponsors, and internal stakeholders.
+5. **Retrospective** – log outcomes, lessons, and whether additional listening is needed.
+
+## Templates
+- Action register (spreadsheet/Notion/Jira) with status automation.
+- Customer commitment digest template for AM/CS teams.
+- SLA matrix by issue severity and customer tier.
+
+## Tips
+- Integrate with ticketing/project systems to avoid duplicate tracking.
+- Highlight blockers early; exec sponsors can unblock resources fast.
+- Close the loop with customers even when timelines slip—transparency builds trust.
+
+---