## 1. Evidence Boundary and Assessment **Assessment: CRITICAL — supplied records show an uncontrolled customer-operations process requiring containment.** **Reviewed:** 320-row manager-owned spreadsheet, CRM export, Finance credit register, authorized business Slack export, and Customer Success procedure. **Not reviewed:** personal email and older file versions. **Not accessible:** private accounts, devices, or unsupplied systems. The conclusion is limited to supplied evidence, which shows material commitments outside the approved CRM. ## 2. Scope and Evidence **Activity:** Renewal risk, credits, implementation exceptions, and executive escalations. **Official process:** Material customer actions should be recorded in the CRM and approved financial systems. **Confirmed** - The spreadsheet contains 320 open rows. - Credit references appear more than once. - Some renewal actions are overdue. - One manager leaves in three weeks. - The CRM omits information present in supplied records. **Unknown** - Personal-email contents - Sharing history and retention rules - Whether every row is active ## 3. Documented Shadow Work Inventory | Component | Use | Evidence | State | |---|---|---|---| | Spreadsheet | Risks, credits, exceptions | Reviewed | Critical | | Slack export | Decisions and updates | Reviewed | At risk | | CRM | Intended record | Reviewed | Incomplete | | Finance register | Credits | Reviewed | Reconcile | | Personal email | Possible decisions | Not reviewed | Unknown | Do not infer the contents of unprovided personal email. ## 4. Risk and Control Analysis | Risk | Impact | Required control | |---|---|---| | Manager departure | Knowledge loss | Accepted ownership transfer | | Duplicate credits | Financial loss | Customer-level reconciliation | | Missing renewals | Churn or dispute | Deadline triage | | Conflicting records | Wrong action | Source rules | | Broad sharing | Data exposure | Authorized access review | | Blind migration | Invalid commitments | Evidence classification | ## 5. Target Operating Model Use the CRM as the authoritative record only after required fields and workflows are confirmed. Each active item needs: - Customer and contract ID - Type, status, and required action - Source evidence - Value and approval where relevant - Owner and due date - Escalation and completion evidence Slack may support communication, but not be the sole material record. ## 6. Containment Plan 1. Preserve supplied files with dates and versions. 2. Create a controlled working copy; do not overwrite originals. 3. Stop new spreadsheet entries after an approved cutoff. 4. Review sharing through authorized administrators. 5. Require Finance confirmation before related credits. 6. Prioritize overdue renewals, escalations, and high-value commitments. 7. Assign temporary owners and record unreviewed sources. ## 7. Migration and Data Preservation 1. Give each row a migration ID. 2. Normalize customer ID, type, amount, dates, owner, and status while retaining raw values. 3. Link rows to supplied CRM, Finance, contract, or Slack evidence. 4. Classify items as `ACTIVE`, `INCOMPLETE`, `DUPLICATE CANDIDATE`, `COMPLETED`, `OBSOLETE`, `UNSUPPORTED`, or `SPECIALIST REVIEW`. 5. Reconcile credits and renewal deadlines. 6. Resolve conflicting owners and commitments. 7. Pilot a representative CRM batch. 8. Migrate only approved active items. 9. Validate counts, owners, dates, values, approvals, and links. 10. Keep the source read-only until acceptance. ## 8. Ownership and Governance Required roles: - Customer Success owner - Finance or Revenue Operations owner - CRM owner - Records/privacy owner where required - Independent validator Required rules: - One owner per active item - Defined approval for credits and concessions - Time limit for recording material decisions - No critical record held only in a personal account - Periodic completeness and access review - Separate approval for deletion ## 9. Monitoring and Recurrence Prevention Track active items outside the CRM, missing fields, duplicate credits, overdue renewals, ownerless work, recording delay, migration exceptions, and disputes caused by missing records. Investigate missing fields, slow approvals, weak reporting, or usability problems before retirement. ## 10. Implementation Plan **Days 1–3:** Preserve records, stop uncontrolled entry, review access, triage urgent customers, and assign owners. **Days 4–8:** Normalize, classify, reconcile credits and deadlines, and confirm CRM design. **Days 9–14:** Pilot migration, test reports, train users, and correct defects. **Days 15–20:** Migrate approved records, reconcile totals, and obtain acceptance. **Before departure:** Complete knowledge transfer and document unresolved items. **Stabilization:** Monitor through one renewal and reporting cycle before archival or deletion. ## 11. Approval Request and Unknowns **Approve now:** Preservation, controlled working copy, access review, urgent triage, reconciliation, CRM design, and pilot migration. **Do not approve:** Blind import, deletion, unrestricted credit action, or claims about sources not supplied. **Required evidence** 1. Contract and renewal dates 2. Credit and concession rules 3. CRM capabilities 4. Retention and privacy requirements 5. Named owners and validators 6. Acceptance criteria Until every material supplied item is classified, owned, reconciled, and accepted, spreadsheet retirement remains **BLOCKED**.