TMS-CSA-1126
Full course structure
Four days. One practice file. Monday to Thursday, 09:00–16:30. 25 hours in the room. Facilitated by Ahmad A. Khan. Each block below is on the run sheet, with the moves and the faculty notes.
01 Are we keeping the promise on speed?
02 Where is effort being wasted?
03 Who is leaving unhappy?
04 What changes before Monday?
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.
- 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.
| Time | Method | Session | Aim |
|---|---|---|---|
| 09:00–09:30 | Frame | The contract | Set the standard before anyone opens a file. |
| 09:30–10:45 | Frame | Rewrite the ask | Every person leaves with one question that has four parts. |
| 11:00–12:30 | Lab | Trust the extract | A Table named Tickets, five checks run, failures flagged in a new column, source cells untouched. |
| 13:15–15:00 | Lab | The first leadership table | One summary by queue and by channel: tickets, breach rate, median resolve hours, open, reopen rate. |
| 15:15–16:30 | Check | One number you trust | The room hears the standard for a debrief, then sits a short check. |
Day 2 · Tuesday · 17 November 2026
Where the work actually goes
Volume is not effort. The expensive work is the work that should not have existed.
- Split the open pile into still inside the promise, and already late.
- Show that fee-copy work meets the clock and still comes back.
- Choose one complaint remedy and refuse the ones the counts do not support.
| Time | Method | Session | Aim |
|---|---|---|---|
| 09:00–09:25 | Clinic | Clinic, then the wrong remedy | Unblock yesterday without reteaching it, then aim the day at remedies. |
| 09:25–10:45 | Lab | The open pile is not one number | A split of open work: inside SLA at the as-of clock, versus already late. Plus inflow by week. |
| 11:00–12:30 | Lab | The work that came back | Reopen rate by queue, by reason, and by agent — in that order. Then repeat customers and transfers. |
| 13:15–15:00 | Lab | Complaints are a different object | A complaint summary — category, upheld, age — and a decision drill. |
| 15:15–16:30 | Check | What we stop reporting | Each manager retires a metric, in writing, with the replacement next to it. |
Day 3 · Wednesday · 18 November 2026
One model, three files
Excel answered the question once. Power BI is how the question stays answered when the file refreshes.
- Relate tickets, surveys, and complaints without a many-to-many mess.
- Write six measures you can defend in a sentence, including a response rate beside CSAT.
- Leave with one page, titled as a sentence, that a director can read in two minutes.
| Time | Method | Session | Aim |
|---|---|---|---|
| 09:00–09:25 | Frame | What stays in Excel | Agree the handoff so nobody rebuilds Day 1 inside Power BI. |
| 09:25–10:45 | Lab | The model, not the canvas | Three tables, a calendar, and relationships a manager can draw from memory. |
| 11:00–12:30 | Lab | Six measures, said out loud | Each measure accepted only after the author can say it in one sentence. |
| 13:15–15:00 | Lab | One page | A single page a director can read without a tour. |
| 15:15–16:30 | Critique | Critique, with a narrow set of questions | Three pages on the projector. The room practices Thursday’s pressure without the score. |
Day 4 · Thursday · 19 November 2026
The Monday briefing
Finished means a skeptical peer cannot pull the number apart, and a director knows the ask.
- Break a page on purpose: small n, blended SLA, agent standing in for a queue.
- Deliver a six-beat brief inside six minutes.
- Leave with a weekly rhythm and a private completion note.
| Time | Method | Session | Aim |
|---|---|---|---|
| 09:00–09:20 | Frame | The six beats | The brief has a shape, and they hear it before they build it. |
| 09:20–10:45 | Critique | Red team | Every page gets one hostile pass, and one repair. |
| 11:00–12:30 | Brief | Briefing studio | Ahmad models one full brief, then each pair drafts theirs on the six beats. |
| 13:15–15:30 | Brief | Briefings | Every manager speaks. Ahmad scores against the rubric during the brief, not after from memory. |
| 15:40–16:30 | Check | The rhythm, then the record | A one-page weekly rhythm, the feedback form, and the completion record. |
What Thursday proves
- 01Write a service question a sheet can answer: metric, grain, window, and the decision it serves.
- 02Trust-check a ticket log and flag bad rows without overwriting the extract.
- 03Build an Excel summary of breach rate, reopen rate, and open work that is already late.
- 04Read a complaint file: aging, upheld, and concentration — and refuse a remedy the counts do not support.
- 05Join tickets, complaints, and surveys on the right key without double-counting.
- 06Write a short set of Power BI measures you can say out loud, including NPS that does not treat silence as a score.
- 07Design one page a director can read in two minutes.
- 08Brief it: observation, evidence, what it does not prove, and the ask.
- 09Set a weekly rhythm: who refreshes the extract, which three numbers stay, which three retire.