Built the automated control and verification layer over an appointment-setting operation: quality scoring of every appointment, live volume and outcome dashboards, data pipelines from the call-centre platform, and verification rules that flag anomalies without manual review. Guided the launch of two business units. Client data and volumes altered.
REDACTED All cases are reconstructed and sanitized. The documents are freshly authored, not the client's originals: sensitive data has been altered and the most delicate parts removed for confidentiality. Client names, buyers, individuals and exact figures are redacted or changed. The structure, governance, workflow and results reflect real work.
Delivery board
The programme mapped across eleven board pages, from current state to measured outcome. The stage-gate governance page is the centre of gravity.
Programme documents
The document set that ran the programme, from mandate to benefits realization. Open any document to read it in full.
Owner: Business architect · Method: Agile · Status: Agreed at kickoff · Classification: Internal (sanitized)
Sanitized. Client and volume details altered.
1. Purpose
Define what the automated control and verification layer had to achieve over the appointment-setting operation, and the boundary of the work. The mandate was to make the quality of the operation visible and verifiable in real time, so the business could grow without losing control of what it was selling.
2. Rationale
Appointment setting depends on the quality of the appointments it delivers to clients. A poor appointment costs the client's time and the agency's reputation. Quality was being checked manually, on a sample, after the fact. That did not scale, and it left the business exposed: problems were found late, and the numbers a client might ask for were assembled by hand.
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