Sample operations diagnostic for a SaaS company
Sample Co
Sample Operations Diagnostic for a SaaS Company
The assessment walks through eight areas of the customer journey, from handoff to renewal.
Leadership, the team, and the CEO rate the same areas on their own, so the gaps between their views show.
I score each area based on the evidence. Differences of 1.0 points or more between leadership and the team are flagged. The weights are shown beside each area.
I also talk with leadership, the CEO and team members, and add notes alongside their ratings.
The report turns findings into ranked fixes with an owner and an estimated likely annual impact for each wrinkle, with a low and high range.
Scorecard
CEO access
- CEO sees customer voice comments: Set by your consultant
- CEO sees individual answers by name: Set by your consultant
- CEO can approve fixes and assign owners: Set by your consultant
Weighted diagnostic score
2.45 out of 5
1 is weak · 5 is strong. The diagnostic score is the consultant's own finding. · 8 gap flags
| Area | Diagnostic | Leadership | Team average | Gap |
|---|---|---|---|---|
| Contract to kickoff handoff Weight: 20 percent | 2.00 | 4.00 | 2.00 | Gap 2.00 |
| Implementation Weight: 20 percent | 2.50 | 3.50 | 2.50 | Gap 1.00 |
| Adoption and customer context Weight: 15 percent | 3.00 | 3.50 | 3.00 | Gap 0.50 |
| Support Weight: 10 percent | 3.00 | 4.00 | 3.00 | Gap 1.00 |
| Renewal and churn ownership Weight: 10 percent | 1.50 | 3.00 | 1.50 | Gap 1.50 |
| Contract terms consistency Weight: 10 percent | 3.00 | 3.50 | 3.00 | Gap 0.50 |
| Speaking up and the perception gap Weight: 10 percent | 2.00 | 4.50 | 2.00 | Gap 2.50 |
| Tool stack overlap and gaps Weight: 5 percent | 3.00 | 3.50 | 3.00 | Gap 0.50 |
Contract to kickoff handoff
Weight: 20 percent
- Diagnostic
- 2.00
- Leadership
- 4.00
- Team average
- 2.00
- Gap
- 2.00
Implementation
Weight: 20 percent
- Diagnostic
- 2.50
- Leadership
- 3.50
- Team average
- 2.50
- Gap
- 1.00
Adoption and customer context
Weight: 15 percent
- Diagnostic
- 3.00
- Leadership
- 3.50
- Team average
- 3.00
- Gap
- 0.50
Support
Weight: 10 percent
- Diagnostic
- 3.00
- Leadership
- 4.00
- Team average
- 3.00
- Gap
- 1.00
Renewal and churn ownership
Weight: 10 percent
- Diagnostic
- 1.50
- Leadership
- 3.00
- Team average
- 1.50
- Gap
- 1.50
Contract terms consistency
Weight: 10 percent
- Diagnostic
- 3.00
- Leadership
- 3.50
- Team average
- 3.00
- Gap
- 0.50
Speaking up and the perception gap
Weight: 10 percent
- Diagnostic
- 2.00
- Leadership
- 4.50
- Team average
- 2.00
- Gap
- 2.50
Tool stack overlap and gaps
Weight: 5 percent
- Diagnostic
- 3.00
- Leadership
- 3.50
- Team average
- 3.00
- Gap
- 0.50
Five responses in each group. Gaps of 1.0 or more are flagged.