The Action-Response Principle

S1P1-1

Arp Diagnostic Template

Scores current appraisal system across Action, Response and Value indicators

S1P1-2

Stakeholder Mapping Matrix

Visualises support, resistance, and neutrality by role and influence

S1P1-3

Interview Guide (Appendix)

Standardised questions for eliciting pain points, trust levels, and behavioral insights

S1P1-4

Gap Heatmap

RAG-style visual map of where current appraisal structures create friction or fail to land

S1P2-1

ARP-Aligned Scorecard

Clarifies what “good” looks like for Action and Response across role types

S1P2-2

360° Feedback Form (Draft)

Prototype survey mapped to ARP behaviors: influence, clarity, collaboration, trust  (Chapter 4)

S1P2-3

Conversation Framework

Talking structure for value-based performance conversations (Chapter 1)

S1P2-4

Pilot Readiness Checklist

Ensures systems, tools, and stakeholders are ready for real-world use

S1P3-1

Pilot Feedback Form

Short survey capturing staff response to fairness, clarity, usefulness, and trust (Chapter 2)

S1P3-2

Issue Tracker

Logs blockers, confusion points, and emergent risks during pilot cycle

S1P3-3

Training Slide Deck

Manager-facing training on ARP lens, value conversation structure, and scoring logic (Chapter 1)  

S1P3-4

Process Flow Diagram

Visual of self-assessment, 360°, manager review, and value conversation  (Chapter 1)

S1P4-1

Training Completion Tracker

Live dashboard showing completion by role, region, and department

S1P4-2

Rollout Timeline

Visual schedule of which business units go live when

S1P4-3

Live Support Channel Plan

Framework for real-time help: chat, drop-ins, local go-to leads

S1P4-4

Success Dashboard (V1)

Snapshot of process activity, perceived fairness, and feedback quality (Chapter 2)

S1P5-1

Post-Implementation Survey Template

Measures perceived fairness, usefulness, growth impact, and overall trust  (Chapter2)

S1P5-2

Improvement Tracker

Consolidates change requests, pain points, and pilot feedback into action priorities

S1P5-3

Value Dashboard (ARP View)

Plots Action × Response outcomes to visualise how well the system is landing (Chapter 2)

S1P5-4

Governance Charter

Defines roles, ownership, escalation process, and the annual review loop (Chapter 5)

S2P1-1

Engagement Experience Map

Visual map of key moments in employee engagement and the leadership actions that triggered them

S2P1-2

ARP Engagement Diagnostic

Structured assessment of current practice alignment with Action–Response principles

S2P1-3

Survey Response Tracker

Historical analysis of survey participation, sentiment, and follow-through

S2P1-4

Stakeholder Mapping Grid

Heatmap of influence, support, and potential resistance by team or leader cohort

S2P2-1

Pulse Survey Template

Concise, repeatable 6–8 question format tied to high-impact drivers (e.g., recognition, clarity, psychological safety)

S2P2-2

Feedback Loop Flowchart

End-to-end visual of what happens after results are in — from sharing to debrief to action tracking

S2P2-3

Team Discussion Guide

Step-by-step guide to help managers run inclusive, psychologically safe team conversations

S2P2-4

Engagement Action Tracker

Simple tool to log commitments and track follow-through over time

S2P3-1

Pilot Manager Feedback Form

Captures first-hand input on ease of use, survey rollout, and debrief dynamics

S2P3-2

Engagement Loop Dashboard (Pilot)

Tracks survey timing, completion rates, and discussion follow-through

S2P3-3

Issue Log

Real-time capture of technical glitches, process friction, and behavioural blockers

S2P3-4

Manager Confidence Heatmap

Visual snapshot of where leaders feel confident and where support is still required

S2P4-1

Engagement Cycle Tracker

Visual workflow that tracks each team’s position in the pulse–discuss–act–track loop

S2P4-2

Manager Enablement Pack

Slide decks, quick-reference guides, and escalation channels for real-time manager support

S2P4-3

Quick Wins Catalogue

Curated list of low-effort, high-visibility responses to common survey feedback

S2P4-4

Cycle Health Dashboard

Aggregated view of participation, adoption, and perceived value across business units

S2P5-1

Engagement Value Dashboard

ARP-style overlay of actions taken vs. perceived response across teams and time

S2P5-2

Iteration Tracker

Record of requested improvements, changes made, and their resulting impact

S2P5-3

Pulse Cycle Debrief Template

Simple tool for teams to reflect on how well the engagement cycle worked and what needs refinement

S2P5-4

Continuous Improvement Charter

Governance tool that defines how feedback will be reviewed, integrated, and sustained over time

S3P1-1

ARP-CJM Canvas

Combines internal process map with customer touchpoints, expected emotions, and attunement scoring areas.

S3P1-2

Touchpoint Feedback Grid

Lists each moment, its emotional stakes, the type of feedback required, and its intended use.

S3P1-3

Ownership Alignment Template

A visual map resolving dual claims, shared ambiguity, or unowned zones in the journey.

S3P1-4

“Voice of the Customer” Loop Builder

Outlines how response data will be gathered, interpreted, and actioned — not just archived.

S3P1-5

Design Review Pack

Slide deck and summary for internal approval and pre-pilot engagement.

S3P2-1

Design Co-Workshops

Bring teams together to co-create the map. Build ownership through authorship. This isn’t a handover — it’s a shared product.

S3P2-2

Narrative Testing

Share the evolving journey design with frontline staff. Ask: “Does this feel real to you?” Gather language, emotion, and insight.

S3P2-3

Visibility of Contribution

Acknowledge contributors by name in pilot materials and sign-off decks. Visibility breeds belief.

S3P2-4

Create Language Hooks

Start seeding language like “attunement,” “response gap,” and “touchpoint resonance” — terms that reinforce mindset before the system launches.

S3P2-5

Pre-Pilot Briefings

Hold small-group sessions to explain what’s coming, how feedback will be used, and what success looks like. Equip teams for belief, not just participation.

S3P3-1

Pilot Monitoring Framework

Tracks how each touchpoint performs against its expected emotion and owner.

S3P3-2

Attunement Heatmap

Visually shows where Action × Response scores diverge — the “misfire zones.”

S3P3-3

Mini-Survey Templates

Micro-feedback forms triggered by key moments (e.g., “Was this what you expected?”).

S3P3-4

Response Adjustment Tracker

Logs how internal teams respond to real-time feedback.

S3P3-5

Pilot Retrospective Template

Structured debrief format for staff and managers post-pilot.

S3P4-1

Weekly Touchpoint Tracker

Shows changes in attunement scores and where friction is building or receding.

S3P4-2

Team Huddle Talking Points

One-slide prompts for managers: “Here’s what landed this week — and what didn’t.”

S3P4-3

Feedback Loop Visualiser

A diagram showing how response data flows, who owns it, and how decisions are made.

S3P4-4

Journey Snapshot Reports

Monthly snapshots of customer perception across key stages — distributed to all teams.

S3P4-5

CJM Ownership Matrix (v2)

Updated version post-pilot to reflect learnings, role clarity, and escalation responsibilities.

S3P5-1

Post-Implementation Survey

Measures both customer perception and internal trust in the new journey system.

S3P5-2

“You Said, We Did” Board

Side-by-side display of feedback received and action taken — digital or physical.

S3P5-3

Journey Update Log

Documents every change made since pilot and its measured or anecdotal impact.

S3P5-4

Trust & Belief Index

Internal sentiment tracker showing how staff perceive the system’s fairness and responsiveness.

S3P5-5

Governance Review Charter

Outlines how the CJM system will be reviewed quarterly, governed, and improved year over year.

S4P1-1

Incentive Dissection Grid

Breaks down bonus inputs by function, ownership, and customer visibility

S4P1-2

Reward vs. Reality Overlay

Visually maps where current bonuses contradict customer outcomes

S4P1-3

Legacy Bonus Analysis Template

Tracks past payouts against OTIF, VoC, and churn indicators

S4P1-4

Ownership Diagnostic Matrix

Identifies which teams are responsible for value delivery — and whether they’re rewarded for it

S4P1-5

STI Trust Pulse Survey

Measures belief in fairness, influence, and transparency across the workforce

S4P2-1

Value Score Calculator

Simulates different combinations of OTIF and VoC to test score logic and fairness

S4P2-2

Threshold Definition Matrix

Breaks down tiering logic (e.g. 65 = unlock, 75 = uplift, <50 = exclusion)

S4P2-3

VoC Weighting Grid

Sets scoring priority based on recency, volume, severity, and attribution

S4P2-4

STI Rules Reference Guide

Single-source summary of all inclusion/exclusion logic for scoring

S4P2-5

Board Presentation Template

Visual storytelling tool for executive and governance sign-off

S4P3-1

Shadow Scorecard Template

Shows simulated OVS based on actual OTIF and VoC data — with breakdowns and attribution

S4P3-2

Pilot Pack Slide Deck

Used to onboard pilot participants and explain scoring, rules, and purpose

S4P3-3

Scoring Friction Log

Used by managers to track anomalies, misinterpretations, or disputes during pilot

S4P3-4

Pilot Debrief Survey

Collects emotional and operational responses to the pilot experience

S4P3-5

STI Simulation Dashboard

Manual or digital interface showing team and org-level OVS trends during pilot period

S4P4-1

Live Score Interface

Integrated or standalone dashboard showing team-level OTIF, VoC, and OVS

S4P4-2

Manager Coaching Guide

Helps leaders translate scores into actionable conversations

S4P4-3

Quarterly Scoreboard Template

One-page visual for performance reviews and team discussions

S4P4-4

STI Adoption Heatmap

Tracks which departments are actively engaging with the system

S4P4-5

Communications Playbook

Message templates, reminders, and score explainer language for leaders

S4P5-1

STI Impact Dashboard

Visual summary of changes in OTIF, VoC, and behavioural engagement since launch

S4P5-2

Governance Audit Checklist

Ensures rules were applied consistently and exceptions were managed transparently

S4P5-3

Belief Pulse Survey

Measures perceived fairness, motivation, and value alignment post-rollout

S4P5-4

Year-End Reflection Canvas

Used by departments to summarise learning and recommend improvements

S4P5-5

Quarterly Improvement Loop Template

Tool to embed evaluation into future STI rhythm