A readiness diagnostic for leaders about to fund a cost-to-serve redesign. It tests whether the organization has the data, costing method, ownership and measurement discipline to tell which service changes genuinely improve unit economics. It then turns the answer into a ranked list of gaps to close.
The 13 sections of this diagnostic
Inside is an anchored scoring rubric across eight capability dimensions, with gate rules on the costing foundations. A step-by-step method built on time-driven activity-based costing spells out its formulas. A prioritized gap register links each gap to an owner and its dependencies, and a calibration protocol helps raters compare interpretations. The asset also includes governance gates, KPI definitions that keep capacity and cash apart, a synthetic worked example, a failure case, an outsourcing variant and four copyable worksheets.
- Purpose and decision
- Context and applicability
- Inputs and evidence
- Definitions and assumptions
- Method and analytical logic
- Current-state assessment
- Options and business case
- Recommended design
- Execution and activation
- Governance and risk
- Measurement and benefits
- Worked example and practice
- Working tools and references