Turn strategy into visible progress

Follow a goal from the Matrix to the Funnel: every improvement adds up.

Manufacturing

1 Matrix Align the team

The team’s strategy, in one view.

1Goals
2Forces
3Strategies
4Targets
5Deployed

North Group/Operations

DHandle every complaint within 48 hHighCTrain the team in customer careMediumRTrack every order end to endMediumDSatisfied customersDCut the delaysRCustomer loyaltyCSlow complaint handlingBarrierDCommitted teamEnablerRUp-to-date dataEnablerPReply within 24 hSentIn negotiationAcceptedCDeliver on timeAcceptedStrategiesGoalsForcesTargets

2 Board See the progress

Each goal a row, week by week.

1Plan
2Do
3Check

North Group/Operations

41PlanDoCheckAct

DSatisfied customers

Satisfaction (%)Target 90%Actual 91%84%

To do2

This weekDue 9 OctCall the unhappy customersCCamila

This monthDue 20 OctReview the complaints processPPedro

ProblemL0 · IdeatedReplies too slowDDamián

No stories

ProjectL3 · PlannedOrder tracking portalRRomán

DCut the delays

Late deliveries (%)Target 5%Actual 7%

To do1

This monthDue 18 OctAnalyse the causes of the delaysCCamila

No stories

RCustomer loyalty

Returning customers (%)Target 60%Actual 62%

To do

No stories

3 Story From idea to value captured

A method, block by block, with its impact.

1Ideated
2Identified
3Validated
4Planned

North Group/Operations

Replies too slowPlaybookProblemLevelL0 · IdeatedL1 · IdentifiedL2 · ValidatedL3 · PlannedGoalSatisfied customersResponsibleDDamián

1. Ideated

Gap analysis

Satisfaction (%)Baseline91%Current84%Gap-7Gap %-7.7%

Satisfaction stayed above target until week 40. In week 41 it fell to 84%: 6 points below the 90% target.

2. Identified

5W2HSatisfaction fell to 84%, against a 90% target.WhatCustomers complain about how long replies take.WhoWhereCustomer care, in the complaints by email.WhenSince week 38, mostly on Mondays.WhyHowHow much120 complaints in four weeks.

5 WhysReplies to complaints are slowProblemComplaints wait unsortedCauseNo one sorts them on MondaysRoot causeCustomers chase by emailCauseNo one sends them an updateCause

Ishikawa

3. Validated

Gate · ValidatedGOValidated by Román, operations director, on 14 Oct.Version 2The impact plan is frozen at this version.

Impact linesWhat the story promises to bring, line by line.BenefitsCustomers who stay+€700/monthCostsFewer complaints to handle+€300/monthOperationalSatisfied customers84% → 90%Run rate€12,000/year

4. Planned

Action planActionResponsibleWk 43Wk 44Wk 45Wk 46Wk 47Wk 48TodayName an owner for the sortingDDamiánDoneSort complaints every morningSSofíaDoingAutomatic acknowledgementPPedroDoingTrain the team in follow-upCCamilaTo do

4 Funnel Add up the value

What each improvement brings, added up.

1By level
2The story comes in
3It adds up

North Group/Operations

Projected 2026€11,600Committed 2026€46,800Realized 2026€40,300Run rate€182,900/yearOperational11Late1

L0 · Ideated3—€2,100projectedResponse time-24 hrsPress 2 availability+8%+1

L1 · Identified2—€4,500projectedLead-time complaints-60Stock-outs-10

L2 · Validated2—€5,000projectedLoading time-15 minsChangeover-45 mins

L3 · Planned2—€3,200committedLate deliveries-2%Satisfied customers+6%StoryPlaybookResponsibleRun rateCommittedOrder tracking portalProjectRRomán€7,200/year€1,200Replies too slowProblemDDamián€12,000/year€2,000Total€19,200/year€3,200

L4 · Executed1—€43,600committedLine 1 OEE+8%

L5 · Realized1—€31,000realizedLine 2 scrap-1.7%

Shall we follow your team’s thread?

With one of your team’s goals, from the Matrix to the Funnel.

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