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