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The Scale Diagnostic

12 questions, about 5 minutes. Answer for one specific service inside your business — not your business as a whole. You'll get a phase, a diagnosis, and a place to start reading.

Question 1 of 12

How many customers (internal or external) does this service touch today?

Fewer than 1010–100100–1,0001,000–100,000100,000+

Question 2 of 12

Is the service formally documented (description, owner, KPIs) somewhere a new team member could find?

NoPartiallyYes

Question 3 of 12

Two team members executing this service for two similar customers — how similar would the output be?

Very differentSomewhat similarNearly identical

Question 4 of 12

As you've served more customers, has the unit cost gone…

UpFlatDown

Question 5 of 12

What share of the execution is automated end-to-end?

Less than 10%10–30%30–60%60–90%90% or more

Question 6 of 12

Quality consistency — what's your rate of internal escalation or rework?

HighSomeLowNegligible

Question 7 of 12

Can a customer use this service without talking to a human?

NoPartiallyMostlyFully

Question 8 of 12

Can you quantify ROI per customer for this service?

NoRoughlyYes, with caveatsYes, precisely

Question 9 of 12

Is there a dedicated team for this service, or is it shared?

Ad-hocShared across teamsPartly dedicatedFully dedicated

Question 10 of 12

How often does a single execution require coordination across 3+ teams?

AlwaysOftenSometimesRarely

Question 11 of 12

Is demand for this service growing linearly with team size, or non-linearly?

LinearlySlightly non-linearStrongly non-linear

Question 12 of 12

Do you know what 'scaled' looks like for this service in 18 months?

NoVaguelyYes, namedYes, with KPIs

We don't store your answers. Result is computed in your browser.