The Operations Org

Enabling the Customer Org to Be Effective

Your Role in the Business

The Operations Org is everyone who makes the Customer Org effective. You don't serve customers directly — you serve the people who serve customers. You build systems, manage processes, ensure delivery, and remove obstacles.

Who's in The Operations Org:

  • • Operations managers and coordinators
  • • Project managers
  • • Implementation leads
  • • Systems administrators
  • • Process designers
  • • Resource coordinators
  • • Anyone whose primary job is enabling others to deliver
Your focus: Making the Customer Org as effective as possible — smooth processes, clear visibility, coordinated execution, no dropped balls.

Your Unified View: Unified Team Enablement

The Unified Team Enablement answers the question you need answered constantly:

"How do we equip teams for better execution?"

This isn't about tracking for tracking's sake. It's about visibility into work — who's doing what, what's on track, where bottlenecks are forming, and how to allocate resources effectively.

Learn more about Unified Team Enablement

Objects That Matter Most to You

Service

Ongoing value delivery

Service is your primary object — tracking what's being delivered: active engagements and their status, health indicators across the portfolio, delivery phases and progress, and team assignments and workload.

What you need on Service:

  • • Status (Active, Paused, Complete)
  • • Phase/Stage
  • • Health (On Track, Needs Attention, At Risk)
  • • Delivery owner
  • • Associated team members
  • • Key milestones and dates
Learn more about Service

Project

Organized work with structure

Projects give you visibility into complex work: phases and milestones, dependencies and sequencing, team coordination, and progress tracking.

What you need on Project:

  • • Phase tracking
  • • Milestone status
  • • Team assignments
  • • Timeline visibility
  • • Service association
Learn more about Project

Deliverable

Specific outputs being produced

Deliverables let you track granularly: what's being created, who owns each piece, status and acceptance, and progress evidence.

Why Deliverables matter: "Implementation is on track" means nothing. "12 of 15 deliverables complete, 3 in progress, 0 blocked" tells a story you can act on.

Learn more about Deliverable

Appointment

Time allocation visibility

Appointments show where time goes: who's meeting with whom, delivery sessions and touchpoints, internal coordination meetings, and resource utilization patterns.

Operations perspective: Appointments aren't just calendar events — they're resource allocation data. You can see team utilization, engagement rhythm, and coordination patterns.

Learn more about Appointment

Ticket

Work requests and issues

Tickets reveal operational reality: support requests and their resolution, implementation questions, process issues, and pattern identification.

What you need on Ticket:

  • • Volume and trends
  • • Resolution times
  • • Patterns by customer or type
  • • Team workload distribution
Learn more about Ticket

Task

Work items needing completion

Tasks track the doing: assigned work, due dates and status, owner accountability, and completion tracking.

Why Tasks matter: Tasks are the atomic unit of work. Without task visibility, you can't see workload, can't identify bottlenecks, can't ensure nothing falls through cracks.

Learn more about Task

Use Cases That Matter to You

Tracking Service Delivery

Your core use case. See status across all engagements — what's on track, what needs attention, what's blocked.

"15 active services. 12 on track, 2 need attention, 1 at risk. I know exactly where to focus the team today."

Measuring Relationships

Relationship health affects delivery. Know which customers are thriving and which are struggling before it impacts your work.

"Precision Components is thriving — smooth engagement. Beta Corp needs attention — engagement declining. Let me flag that for the Customer Org."

What Unified Team Enablement Gives You

Portfolio Visibility

  • → Services by status and health
  • → Deliverables by completion
  • → Tickets by age and owner
  • → Resources by utilization

No more "let me check with each team member."

Bottleneck Identification

  • → Blocked deliverables
  • → At-risk services
  • → Overdue tickets
  • → Overloaded team members

No more surprises.

Resource Coordination

  • → Who has capacity
  • → Where help is needed
  • → What's coming up
  • → How to balance load

No more guessing at availability.

Process Improvement

  • → Common blockers
  • → Recurring issues
  • → Efficiency gaps
  • → Best practices to spread

No more operating blind.

Your Dashboards

Active Services Dashboard

DELIVERY PORTFOLIO

By Health:
├── On Track: 12 services
├── Needs Attention: 2 services
└── At Risk: 1 service

By Phase:
├── Discovery: 2
├── Build: 6
├── Training: 4
└── Optimization: 3

Upcoming Milestones (This Week):
├── Precision Components: Go-Live Readiness
├── Beta Corp: Training Complete
└── Gamma LLC: Discovery Wrap-up

Team Workload Dashboard

TEAM CAPACITY

By Person:
├── Ryan: 4 active services (at capacity)
├── Bill: 2 active services (available)
└── Chris: 3 active services (scheduled)

Tickets This Week:
├── Opened: 12
├── Resolved: 15
└── Average Resolution: 6 hours

Appointments This Week:
├── Customer Sessions: 23
├── Internal Coordination: 8
└── Total Hours: 47

At-Risk View

NEEDS ATTENTION

At Risk:
└── Delta Corp Service
    - Health: At Risk
    - Issue: Key deliverable blocked 5 days
    - Owner: Ryan
    - Action: Escalation meeting scheduled

Needs Attention:
├── Beta Corp Service
│   - Health: Needs Attention
│   - Issue: Engagement declining
│   - Action: Customer Org notified
│
└── Gamma LLC Service
    - Health: Needs Attention
    - Issue: Timeline pressure
    - Action: Resource reallocation in progress

The Transformation

Before Unified Team Enablement:

"How are our implementations going?" "Let me ask Ryan... and check the spreadsheet... and look at Asana... I think mostly okay?"

After Unified Team Enablement:

"How are our implementations going?" "15 active services. 12 on track, 2 need attention, 1 at risk. Delta Corp is blocked on integration — escalation meeting at 2pm. Beta Corp engagement declining — flagged for Customer Org. Gamma LLC timeline tight — reallocating Bill to support. 89% of deliverables on schedule. No overdue tickets."

Quick Reference: Your Objects

Object What It Gives You Priority
Service Delivery portfolio visibility Essential
Project Work organization Essential
Deliverable Granular progress tracking Essential
Appointment Time allocation visibility High
Ticket Issue patterns and workload High
Task Work item tracking High

Getting Started

  1. 1 Configure Service health tracking — Status and health on every active engagement
  2. 2 Track Deliverables individually — Granular progress visibility
  3. 3 Build your portfolio dashboard — All services by health and phase
  4. 4 Monitor Ticket patterns — Volume, resolution, trends
✨ Your Success Metric

Can you answer "how's delivery going across all engagements?" in 30 seconds without asking anyone?