Understand the situation
An agreed brief, with constraints made explicit.
THE THINKING BEHIND BILL WAVE
A wider perspective.
A clearer way forward.
Bill Wave brings the conversations around customer support, administration, marketing and technology into the same picture. The starting point is understanding the work your business needs to do.
PeopleProcessTechnology
HOW THE WORK IS ORGANISED
Clarity is
a working practice.
Start with a defined problem. Agree who owns each decision. Make the next step useful to the person receiving it.
The thinking behind Bill WaveMake decisions visible
A scope, a named owner and a review point.
Leave a usable handover
The work, its context and a clear next action.
A PRACTICAL WORKING MODEL
Agree the work.
Make progress visible.
THE DECISION / 01
Agree the problem worth solving.
Understand your business, the people involved and the work that needs to become easier.
- Input
- A specific business challenge
- Working together
- Client + discovery lead
FROMA specific business challenge
TO / Client + discovery leadA shared brief
THE DECISION / 02
Choose what belongs in the scope.
Agree a focused scope, responsibilities and what a useful outcome would look like.
- Input
- The agreed brief
- Working together
- Client + project lead
FROMThe agreed brief
TO / Client + project leadA delivery plan
THE DECISION / 03
Make the work tangible and reviewable.
Prepare the people, processes or technology in stages you can review.
- Input
- The approved scope
- Working together
- Delivery team + reviewer
FROMThe approved scope
TO / Delivery team + reviewerA working draft
THE DECISION / 04
Decide what is ready and what comes next.
Review the agreed measures, resolve friction and decide what should improve next.
- Input
- A reviewed working draft
- Working together
- Client + delivery lead
FROMA reviewed working draft
TO / Client + delivery leadA considered handover
A CONNECTED JOURNEY
One question.
Four useful steps.
An illustrative enquiry journey.
Follow the handover from one discipline to another.
Customer → support
A customer cannot find an answer.
Capture the question and its context.
Explore better handoversTHE NEXT CONVERSATION
Make the
connection.
Bring one challenge. We’ll start with the people involved, the work that needs to happen and what a useful next step could be.
Start a conversation