HELIX Performance Grid
Restore a useful measurement system without allowing it to conceal customer harm or control its own appeals.
System context
HELIX combines speed, customer rating, margin and process compliance. The score rose 17% in two quarters while churn rose 9%.
Your role
You lead the governance review of a composite performance score used across regional service teams.
Constraints
- Quarterly bonuses already use the score.
- Regions need one comparable operating view.
- The score team approves all exceptions.
Evidence pack
Premature closure
Tickets close before customers confirm resolution.
Survey selection
Low-scoring customers receive fewer survey invitations.
Risk transfer
Complex accounts move to a shared pool and vanish from regional margin.
Rule ownership
The score team sets weights and approves exclusions.
Interactive simulation
Three connected decisions
Restore a useful measurement system without allowing it to conceal customer harm or control its own appeals.
This case, its world, organisations, places and events are original Methodfield material and do not reproduce a protected fictional universe.