Worksheets
Two rules before you start. One customer segment at a time — pick the one whose loss would hurt most. And a useful answer takes between 30 minutes and two hours per sheet: less means you're writing slogans, more means you've gone deep before the structure is stable.
These are the templates from Appendix A as working spreadsheets — dropdown lists, conditional formatting, sheets that feed each other. Same fields as the book, laid out as columns so you can compare segments side by side.
Recommended order: Context Matrix, then H1 through H7, then the One-Page Map. Each sheet feeds the next.
| # | Sheet |
|---|---|
| A1 | Context Matrix |
| A2 | H1 — Customer Pain |
| A3 | H2 — Touchpoints |
| A4 | H3 — Deliverables |
| A5 | H4 — Processes |
| A6 | H5 — Support Processes |
| A7 | H6 — People & Sourcing |
| A8 | H7 — Structure |
| A9 | Quality Gates |
| A10 | One-Page Map |
| A11 | Operating Model |
| A12 | First 90 Days |