Capstone Six: Starting Your Team

In practice

The collections officers were not in the pilot's working group, and the method will not last unless they use it. Priya starts with a ninety-minute clinic, not a full day, because one area is already contentious: the Payment Arrangement, which officers describe in three different ways. Following the book's clinic, she picks that mess, draws a mini-map around the Arrangement, drafts a Silver Pack with the officers on a shared screen, and writes one card for the behavior they argue about most: what happens to an arrangement when a payment is missed. The clinic finds that a missed payment has meant both a warning and an automatic cancellation, depending on who you ask. A month later, she runs the book's one-day workshop for a wider group of fourteen, including two people from customer service and the payment-risk model's engineer. It uses the Service Disconnection all day, from map to card to Pack to matrix, so that everyone sees how each document feeds the next, and ends with an AI segment on the utility's approved tool, with no personal data. In that segment, the tool's draft card for pausing a disconnection adds a field for a customer's credit rating, and every group catches it. For newer analysts, she offers the self-study path, and she adds the testers' weekly drill: tests from a card.