Prepare an answer
Brings the order, payment and dispatch together. Explains the identified difference and keeps the history for the customer follow-up.
How it works
From the first delivery to the next result.
Your first application working within 30 days. Five stages to define the work, connect the sources, put agents into use and track results with your team.
ONE METHOD. FIVE STEPS.
See what happens
at every stage.
From understanding the workflow to the first application within 30 days. Then, adjustments and expansion guided by results.
01/ 05
Find the work that can run better.
We listen to the people doing, supervising and deciding the work. We map lookups, handoffs and exceptions to understand where the team waits, repeats information or redoes tasks.
What we examine
- The current workflow, owners and systems consulted
- Available information and waiting points
- Recurring situations and exceptions that need people
› TENEX / METHODILLUSTRATIVE EXAMPLE
One order spans three sources
In this example, a delivery discrepancy requires checking the order, payment and dispatch.
- Order
- What the customer purchased
- Finance
- What was charged and paid
- Dispatch
- What left for delivery
What you receive
A documented current workflow and a defined application opportunity.
02/ 05
Choose the first delivery and how to assess it.
We consider business impact, information access and connection feasibility. We agree on an application with a start, finish, owners and delivery criteria so everyone knows what needs to work.
What we define
- The first workflow, sources and required access
- Permitted actions and owners for exceptions
- A starting point and criteria for accepting delivery
› TENEX / METHODILLUSTRATIVE EXAMPLE
Scope of the first service workflow
Check quantity discrepancies and organize continuity between service and logistics.
- Include
- Order, payment and dispatch lookups
- Owners
- Service responds; logistics checks the remainder
- Assess
- Checking time and clarity of open issues
What you receive
Agreed scope, owners, starting milestone and delivery criteria.
03/ 05
Connect, test and put into operation.
We connect the agreed sources, configure agents and rules, and test with the team. Common cases, discrepancies and missing information are checked before the first workflow is delivered.
What we put into use
- Scoped connections and lookups
- Defined answers, tasks and approvals
- The first application working within 30 days
› TENEX / METHODILLUSTRATIVE EXAMPLE
The workflow must support its answer
The order records twelve boxes, while dispatch records ten. The application should make the difference visible and prepare work for the people who can resolve it.
- Check
- Compare quantities across the sources
- Prepare
- A customer answer and a logistics task
- Test
- Review with the team before putting it into use
What you receive
The first application working within 30 days, within the agreed scope.
04/ 05
Measure what changed in everyday work.
We track use and compare the operation with its starting point. We review answers, tasks and exceptions to separate what brought value from what still needs adjustment.
What we track
- Time and work needed to complete the workflow
- Quality of information and answers
- Team adoption and issues that remain open
› TENEX / METHODILLUSTRATIVE EXAMPLE
A review grounded in cases and evidence
The team compares service cases before and after, looking at checking time and handoffs that required reconstructing the history.
- Quality
- Does the answer use the correct information?
- Continuity
- Did the owner receive a clear task?
- Time
- Did the check become easier to complete?
What you receive
Evidence of what improved and a prioritized list of adjustments.
05/ 05
Earn the next step through results.
Learning from the first application guides what comes next. We can expand to another team, workflow or product, assessing the expected benefit and new sources with the customer.
What we decide together
- What to retain and improve in the first application
- The next workflow or team with a concrete benefit
- New access, rules and owners
› TENEX / METHODILLUSTRATIVE EXAMPLE
Expansion that builds on what worked
After assessing delivery service, the business may include returns or another location, using the history and rules that proved useful.
- Keep
- What worked in the first workflow
- Add
- Sources and owners for the new scope
- Agree
- The delivery and outcome to track
What you receive
The next scope agreed from results and the company’s priorities.
INTELLIGENCE IN ACTION
Connected information.
Work that moves forward.
See how agents, systems and accountable people take part in a resolution and a proactive recommendation. These are independent applications designed for different work.
Illustrative examples · fictional dataOne order, three lookups and clear tasks.
Agents compare information before preparing an answer. Each team participates with a specific task, preserving the customer’s context.
THE CUSTOMER REPORTS A DISCREPANCY
“I received ten boxes, but my order was for twelve.”Order 247 · illustrative example
Order
12 boxes requested
Finance
Payment for 12 boxes confirmed
Dispatch
10 boxes recorded as dispatched
The lookup becomes coordinated work
Check the two boxes
Receives the discrepancy with source records. Checks the remainder and the possibility of completing delivery before confirming a date.
Act if an adjustment is needed
The charge is checked. A financial review is only triggered if resolution requires a billing correction or another action from that team.
WHAT CHANGES IN THE OPERATION
The customer keeps one service history. Each team knows its task.
The request gains a grounded answer and continuity across teams. The accountable person receives a task with history and a specific open issue, reducing the work of reconstructing the story at each handoff.
How do lookups reach the right people?
- Connected information
- Order, billing and dispatch are the sources included in this example. The application relates records by order and makes the difference visible.
- Each agent’s work
- Agents consult sources and organize the case according to the rules. The workflow prepares the answer and logistics task; finance participates when a specific need is identified.
- Visible accountability
- Logistics confirms the solution and service continues contact with the customer. The demonstration does not send messages, complete deliveries or make financial adjustments.
A recommendation arrives before the question.
Brain connects operational data to the context of decisions. Agents check the first hypothesis and show why new information changes the suggested next step.
AI RAISES AN OPPORTUNITY
“Demand for this model has increased. Review replenishment before the campaign.”Fictional retail chain · an opportunity for management
Sales and stock
Recent demand and availability by store
Purchasing and finance
Incoming goods, reservations and terms
Sales meeting
Agreed campaign and priorities
Different perspectives test the hypothesis
Identify the opportunity
Connects recent demand to the start of the campaign. The first hypothesis is to bring forward a purchase for the stores.
Question the need
Finds incoming goods and reserved stock. Reassesses which stores need replenishment and what still requires confirmation.
Review the terms
Considers the purchase commitment and the possibility of phased delivery. The proposed volume must make sense alongside available cash and stock.
WHAT CHANGES IN THE OPERATION
Prioritize stores. Confirm the delivery. Assess phased supply.
Management receives a revised suggestion with evidence and constraints to discuss with purchasing. Company data and knowledge help prepare the decision; commitments and actions follow the defined authorizations.
Why did the recommendation change?
- Initial hypothesis
- Demand increased and a campaign is approaching: bringing a purchase forward looks like an opportunity.
- Information that revised the hypothesis
- The purchase order shows incoming goods, and part of the stock is already allocated. The meeting also defines which stores take priority in the campaign.
- Revised recommendation
- Check the pending delivery, prioritize stores and discuss phased supply before committing to a new purchase. Agent roles and data are illustrative; no purchase is made.
FROM CONVERSATION TO ACTION
An intention finds
its next step.
An illustration of how conversations, context and operational rules connect. Each implementation defines which information to consult and when to involve your team.
Responsibilities
Tenex
- Map the workflow, sources, exceptions and first opportunity
- Connect scoped sources and configure agents and rules
- Test and put the first application into operation within 30 days
- Track quality, use, outcomes and the next adjustments
Your team
- Explain the workflow and each owner’s decisions
- Provide the access and information agreed for the project
- Agree on permissions, approvals and delivery criteria
- Participate in testing and assess results in daily work
Measurement
Define what to improve. Track what changes.
Starting point
We understand the current process and what information can help assess a change.
Agreed criterion
We choose a measure of usefulness, quality or outcome that makes sense to the team.
Review with context
We look at the data, exceptions and users' experience to guide adjustments.
Start with one application. Expand through results.
Scope, indicators, pricing and terms are defined in the proposal, based on the diagnosis of your operation.