Where does the information your business runs on actually live? 01 · Data
Where does the information your business runs on actually live?
Scattered — inboxes, spreadsheets, and people's heads A few systems, but they don't talk to each other Core systems (CRM/ERP) hold most of it, with gaps Centralized, current, and accessible across systems
If you needed last quarter's numbers on a process (leads, tickets, jobs), how fast could you get them? 02 · Data
If you needed last quarter's numbers on a process (leads, tickets, jobs), how fast could you get them?
We couldn't — nobody tracks that Days of manual digging Hours — someone knows where to look Minutes — it's on a dashboard or report
How clean is your customer data? 03 · Data
How clean is your customer data?
Duplicates and dead records everywhere Usable, but nobody owns keeping it clean Mostly clean with occasional audits Actively maintained with clear ownership
Are your key workflows written down anywhere? 04 · Process
Are your key workflows written down anywhere?
No — the process is whatever each person does A few checklists exist, mostly outdated Core workflows are documented Documented, followed, and reviewed regularly
How much of your team's week goes to repetitive, rules-based work (data entry, copy-paste, routing, follow-ups)? 05 · Process
How much of your team's week goes to repetitive, rules-based work (data entry, copy-paste, routing, follow-ups)?
No idea — we've never measured it A lot, but it's 'just how things work' We know the big time sinks and their cost We measure it and actively work the list down
When something goes wrong in a process, how do you find out? 06 · Process
When something goes wrong in a process, how do you find out?
A customer tells us Someone eventually notices Spot checks and reviews catch most of it Monitoring or alerts flag it quickly
Who owns AI decisions in your company today? 07 · People
Who owns AI decisions in your company today?
Nobody — it comes up ad hoc Whoever is most enthusiastic about AI A leader owns it informally, off the side of their desk A named owner with time, budget, and accountability
How is your team already using AI tools? 08 · People
How is your team already using AI tools?
They aren't (as far as we know) Individuals experiment privately — we have no visibility Some sanctioned use in specific teams Deliberate adoption with shared practices
If an AI pilot needed two hours a week from your best operators, could they give it? 09 · People
If an AI pilot needed two hours a week from your best operators, could they give it?
No — everyone is fully underwater Only by dropping something important Yes, with some schedule juggling Yes — we protect time for improvement work
Do you have any policy on what company data can go into AI tools? 10 · Governance
Do you have any policy on what company data can go into AI tools?
No, and people are definitely pasting things in An informal 'be careful' understanding A written policy, loosely enforced A clear policy people actually know and follow
How do you evaluate an AI vendor or tool before buying? 11 · Governance
How do you evaluate an AI vendor or tool before buying?
We haven't bought any / we'd trust the demo Gut feel and a quick trial A basic comparison of options and pricing Structured evaluation: security, ROI, exit costs
If an AI tool gave a customer a wrong answer tomorrow, would you know who's accountable? 12 · Governance
If an AI tool gave a customer a wrong answer tomorrow, would you know who's accountable?
No — we've never discussed it It would turn into a debate Probably the team that deployed it Yes — ownership and review are defined
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