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Handoff · Addressed

Customer complaint handoffs between teams

A complaint that touches both claims and customer service gets re-explained by the customer at each handoff, because neither team can see the other's notes on the same complaint.

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Friction Priority

Critical (82/100) — which friction to investigate first, not how valuable the underlying information is (that's Information Advantage, a separate measure).

  • frequency: band 4/5 × weight 0.3 = 1.20
  • estimatedTimeCost: band 5/5 × weight 0.25 = 1.25
  • customerImpact: band 5/5 × weight 0.2 = 1.00
  • riskImpact: band 1/5 × weight 0.15 = 0.15
  • informationAvailability: band 5/5 × weight 0.1 = 0.50

Not yet incorporated (no data source in this system): business impact -- no field in this schema represents it yet; decision significance -- no field in this schema represents it yet; feasibility of intervention -- no field in this schema represents it yet.

Friction cost

Estimated time cost: 360 person-hours per period.

  • estimatedTimeCostHours = frequency x timePerOccurrence x peopleAffected -- a person-hours-per-period estimate, not a currency figure.
  • No error/delay/missed-opportunity cost was supplied -- additionalMonetaryCost is null, not zero, to distinguish 'not estimated' from 'estimated at nothing'.
  • customerImpact and riskImpact are not included in this calculation -- they feed Friction Priority (a separate, ranking-only signal), not the cost estimate itself.

Details

Department
Customer Service
Process stage
—
Owner
Customer Service Manager
Customer impact
High
Risk impact
Low
Evidence / notes
Illustrative estimate for this demonstration dataset, not a measured figure.

Information assets involved

Information Diagnosis

Friction → Information Diagnosis → Information Asset -- connects this friction to the information conditions behind it, where one exists.

  • Poor context

    Claims and customer service each hold their own notes on the same complaint with no shared view, so the receiving team has no context at handoff.

    Opportunity: A shared view removes the need for the customer to re-explain anything at handoff.

    Assets: Customer Complaints Register, Customer Interaction Transcripts

AI Opportunities grounded in this friction

Grounded in the information assets involved above, plus this friction and any diagnosis of it, passed as context -- Friction is a discovery entry point in its own right, not only a filter on assets found some other way.

None yet.