Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Phase 0
First 30 Days
MB Connect Launch Sprint
Phase 1
Months 1–3
Foundation & Vision
Phase 2
Months 4–6
Systems, Standards & CX Cycle
Phase 3
Months 7–9
Ownership, SLAs & Workflow Redesign
Phase 4
Months 10–12
Adoption, Measurement & Continuous Improvement
First 30 Days
MB Connect Launch Sprint
- Schedule internal HAVEN project kickoffAlex · 01-08
- Hold client kickoff callJoint · 01-15
- Confirm HAVEN vs. MBS responsibility matrixAlex · 01-22
Months 1–3
Foundation & Vision
- Finalize executive buy-in strategy for BruceMaya · 02-04
- Confirm MBS CX Steering CommitteeDiane · 02-10
- Prepare internal rally cry communicationMaya · 02-18
- Launch enhanced MB Connect positioningDiane · 02-25
- Collect existing customer feedback and service dataPriya · 03-01
- Analyze MBS Co SAT resultsAlex · 03-10
Months 4–6
Systems, Standards & CX Cycle
- Gather current-state workflow documentationPriya · 04-15
- Facilitate Quarterly Session 2: Systems, Standards & CX CycleMaya · 05-12
- Document Customer Experience Cycle mapAlex · 05-26
- Identify workflows bypassing MB ConnectJoint · 06-10
Months 7–9
Ownership, SLAs & Workflow Redesign
- Draft initial SLA frameworkAlex · 07-22
- Identify top 3–5 email-based workflows to redesignJoint · 08-05
- Pilot one revised workflowDiane · 09-15
Months 10–12
Adoption, Measurement & Continuous Improvement
- Collect MB Connect adoption dataPriya · 10-20
- Finalize CX scorecard frameworkMaya · 11-18
- Document next-phase CX roadmapAlex · 12-15