The Results Capability and Maturity (RCM) model is used during the Strategy and Assessment component of a C-SOAR™-based assessment to map the client's current position against leading practices, focusing upon results, current and planned capabilities, as well as operational and customer experience maturity
Mapping can be done at an overall level, or by individual business unit. In very large or geographically diverse operations, this may be further subdivided by region or country
Since we believe that any assessment of this area needs to take into account channels, functional areas, process, technology, people, customer experience and performance measurement factors, the RCM model is multi-dimensional and built hierarchically as follows:
Channel - The highest level organization of the model is around interaction channel:
Assessment areas - Within each of the channels, "assessment areas" are analyzed. The assessment areas are shown below (for the outbound voice channel):
RCM dimensions - For each of the channels for the assessment area, 6 dimensions are considered (shown below for the "Management of the workload" Assessment area):
Each dimension has a set of sub-dimensions (specific to the dimension itself)
Individual capabilities – For each of the sub-dimensions within a dimension within an assessment area within a channel, individual capabilities have been identified, and what it takes to be at different capability levels for each of these capabilities has been outlined (including appropriate metrics). The capability levels are - No capability, Planned, Basic, Intermediate, Advanced, Leading Edge, Bleeding Edge).
Capabilities are mapped against each of these capability levels for the client, based on the specific information gathered. Particular emphasis is placed upon quantitative measures as well as qualitative evaluation, since this helps to better position findings with clients.
The model has been built in such a way as to be able to be tailored to the particular engagement, meaning that areas which are not part of the engagement can be removed from the model. For example, a particular channel or channels may not be part of scope, or a particular dimension (e.g. technology, people etc) may be out-of-scope.