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What’s on It

  • The one thing to act onWhy We Are Doing This
  • Side-by-side comparisonIn and Out of Scope
  • Headline numbersGoals
  • Who does whatWho Does What
  • MilestonesKey Dates

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Charter: Customer Portal v2
Sponsor: COO · Approved 2 September
Why We Are Doing This
Customers wait 3 days for answers we already have. A portal cuts calls by a third.
In and Out of Scope
In
Order tracking, invoices and returns
Live chat hand-off
Out
Mobile app
Payments changes
Goals
Support calls
-33%
To launch
90 days
Budget
$410k
Who Does What
Task
Lea
Sam
IT
COO
Requirements
R
A
C
I
Build
C
A
R
I
Launch call
C
R
C
A

R does it · A owns it · C is asked · I is told

RDoes itAOwns itCIs askedIIs told
Key Dates
Sep 2
Approved
Oct 1
Design signed off
Nov 15
Beta, 50 customers
Dec 1
Launch

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