TMS

Day 1 · Monday · 16 November 2026

The question before the chart

A chart without a decision is decoration. A dirty row makes the chart gossip.

By the end of the day

  • Rewrite a vague leadership ask into metric, grain, window, and decision.
  • Run the trust check on the ticket log and flag every failure.
  • Build a queue summary: volume, breach rate, median hours — not one average.

Run of show

  1. 09:00The contractFrame
  2. 09:30Rewrite the askFrame
  3. 11:00Trust the extractLab
  4. 13:15The first leadership tableLab
  5. 15:15One number you trustCheck

09:00

09:30

Frame

The contract

“We are not here to tour software. We are here to decide what to fix.”

Aim. Set the standard before anyone opens a file.

  1. Take attendance. Name tents show the queue each person owns, not their job title.
  2. State the completion line: in the room for the labs, and a Thursday brief that meets the rubric. The rubric is already on the Assessment page. No surprise criteria.
  3. State the absence rule: a missed lab is a partial. The file is due by 18:00 that day. Three partials, or a full day with no file, means the course is not completed.
  4. Confidentiality: the practice file is fictional and still treated as customer data. No photographs of the file. No live customer extracts on the laptop.
  5. Put the four questions on the wall. They are the spine of all four days.
  6. Pairs are assigned, not chosen. Seniors hide in solo work. Pairs are part of the design.

Faculty

  • No icebreaker. The first five minutes teach them whether this is a serious room.
  • If someone arrives without the software, seat them with a partner and note a partial risk. Do not run an install clinic for the whole room.
  • Say the sponsor’s name if you have one. Do not invent a target NPS for their company. The practice file has its own promise: 80% resolved within target.

09:30

10:45

Frame

Rewrite the ask

““Can you send me CSAT?” is not a question. It is a shrug.”

Aim. Every person leaves with one question that has four parts.

  1. Work one example on the board, from this file: “Is Central Hub keeping the P1 phone promise after 14:00, or are we only clearing a blended SLA?” Name the metric (breach rate), the grain (ticket), the window (Q3, as of 1 Oct), and the decision (cover that shift, or stop talking about it).
  2. Each manager writes one question from their own operation. Not a tool goal. “Learn pivot tables” goes back.
  3. Partners mark the card: metric, grain, window, decision. Anything missing is rewritten before the break.
  4. Three cards go on the wall. Ahmad reads them without softening. A missing decision is named as a missing decision.

Faculty

  • The fast talker will define a metric and skip the decision. Stop there.
  • If two people own the same queue, do not let them write the same card. One takes speed, one takes repeat contact.
  • Keep the cards. Thursday’s brief should answer the card, or they should say why the card was the wrong question.

11:00

12:30

Lab

Trust the extract

“If the row is dirty, the chart is gossip.”

Aim. A Table named Tickets, five checks run, failures flagged in a new column, source cells untouched.

  1. Import ticket_log as a Table named Tickets. Not a range. Confirm the row count against the file note: 398 tickets.
  2. Freeze the header. Turn on the filter. Do not format yet.
  3. Add a Flag column. Run five checks: row count, resolved before opened, status Resolved with no resolved time, status Open with a resolved time filled, agent code missing from the roster.
  4. You are looking for 10 bad rows. Find them. Do not delete them. Do not type over the source.
  5. Add AsOf as a named cell: 1 October 2026 18:00. Every later formula points at that cell, not at NOW().
  6. Add ResponseHrs and ResolveHrs. Impossible clocks return NA(), not zero.

Flag

=IF(AND([@status]="Resolved",[@resolved_at]=""),"Resolved with no time",
IF(AND([@status]="Open",[@resolved_at]<>""),"Open with a resolved time",
IF(AND([@resolved_at]<>"",[@resolved_at]<[@opened_at]),"Resolved before opened",
IF(COUNTIF(Roster[agent_id],[@agent_id])=0,"Agent not on roster",""))))

Resolve hours

=IF(OR([@resolved_at]="",[@opened_at]=""),NA(),
IF([@resolved_at]<[@opened_at],NA(),([@resolved_at]-[@opened_at])*24))

Faculty

  • The errors are planted: three clocks that run backwards, four resolved rows with no time, two open rows with a time filled, one agent coded A3 instead of A03.
  • If a pair wants to skip cleaning, let them publish a breach rate, then show the same rate with the bad rows out. Do not lecture first.
  • A3 is the one they will miss if they only stare at dates. Make the roster a real sheet, not a verbal list.
  • Someone will “fix” a row to be helpful. Put it back. The audit is the point.

13:15

15:00

Lab

The first leadership table

“The average is what the old pack quotes. The breach rate is the promise.”

Aim. One summary by queue and by channel: tickets, breach rate, median resolve hours, open, reopen rate.

  1. Add IsBreach from the formula. A blank clock on a Resolved row is not a breach and not a pass — it is a flag, already excluded.
  2. Build the summary with FILTER and MEDIAN, not a pivot that can only average. Microsoft 365 is assumed.
  3. Put average hours next to median hours for one queue, then delete the average from the page you would actually send. Say why, out loud.
  4. Slice to Phone, P1, Central Hub, opened hour 14 or later. Write the breach rate on the card. Then write the blended breach rate under it.
  5. The practice promise is 80% within target. Say whether the blend passes, and whether that slice passes. Both sentences are required.
  6. Format freeze at 14:50. After that, no column widths. The debrief uses whatever is on the screen.

Breach flag

=IF([@Flag]<>"",NA(),
IF([@resolved_at]="",
IF((AsOf-[@opened_at])*24>[@sla_target_hrs],1,0),
IF(([@resolved_at]-[@opened_at])*24>[@sla_target_hrs],1,0)))

Median for one queue

=MEDIAN(FILTER(Tickets[ResolveHrs],(Tickets[Queue]=G2)*(Tickets[Flag]="")))

Faculty

  • Blended attainment clears 80%. The afternoon P1 phone slice does not. If a pair’s blend fails, they still have dirty rows in the average, or they used NOW().
  • Chat will look calm. Do not let the room conclude “digital is fine” and go home. That is tomorrow’s trap only if they have both numbers.
  • Median formulas intimidate this audience for about four minutes. Walk one cell slowly, then stop talking and circulate.
  • If Power Pivot comes up, park it. This room does not need a second engine on day one.

15:15

16:30

Check

One number you trust

“One number you trust. One number you retire. One sentence each.”

Aim. The room hears the standard for a debrief, then sits a short check.

  1. Each pair speaks for one minute. No slides. The trusted number must have a base. The retired number must be one they used this quarter.
  2. Ahmad collects the retired numbers on the flipchart. Average handle time and raw CSAT will show up. Do not mock them. Ask what decision they were supporting.
  3. Individual check, eight items, on the Assessment page. Pass for the day is 6 of 8, plus a finished summary table. Scores stay private.
  4. Name the clinic: 09:00 tomorrow, ten minutes, for anyone whose table is unfinished. Everyone else starts the frame on time.
  5. Prep: open complaint_log and read the headers only. Write what you expect the largest category to be. Do not chart it tonight.

Faculty

  • End on time. The managers who stay to polish are the ones who will miss Thursday’s brief.
  • Note who argued with the breach definition. They are not behind. They are the red team. Use them on Thursday.
  • If the check exposes a pair who never found A3, that is the clinic, not a speech now.