RACI chart for Next-Best-Action organizational teams

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RACI Chart for Next-Best-Action Organizational Teams / This is the approved revision of this page, as well as being the most recent.
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RACI chart for Next-Best-Action organizational teams

Description RACI chart for Next-Best-Action organizational teams
Version as of 8.1
Application Pega Customer Decision Hub
Capability/Industry Area Next Best Action



For clients to adopt Pega Customer Decision HubTM and Pega 1:1 Operations ManagerTM as part of their Next-Best-Action (NBA) Business Operating Model framework, their organizational teams need to understand the decisions and tasks for which they are responsible, for which they are accountable, for which they will be consulted, and for which they will be informed. These teams should be set up during project implementation so that the teams are ready to execute once the solution goes live.

The charts below identify the main activities that are executed by the Governance Board, the Execution Forum, and the NBA Execution Teams including the Business Content, Enterprise Capabilities, NBA Operations, IT Support, Channel Enablement, and Channel Reporting teams.

Business benefit[edit]

Clearly identifying which teams are responsible, accountable, consulted, and/or informed for main activities helps the team members understand in which areas and products they need to be trained and enabled. It also helps team members understand how their roles and responsibilities relate to other teams. This allows team members to be ready to execute Business As Usual once the solution goes live. Therefore, Pega recommends that organizations create these teams and assign people to the specific teams during the Minimal Loveable Project.

Industry[edit]

The RACI chart provided below is applicable across all industries. Although the name of a team may vary between organizations, the key point is that an organization assigns team members to execute the main activities specified in the chart.

High-level description of organizational teams[edit]

Governance Board[edit]

The Governance Board, which typically meets monthly, provides high-level governance of Next-Best-Action customer strategy - which is translated into the tactics that are developed and managed by the Execution Teams. They are accountable for development, monitoring, and optimization of the contact strategy. This team includes stakeholders representing various divisions including Marketing, Lines of Business, Information Technology, Sales Channels, Services Channels, Finance and Risk, and Analytics and Data Science.

RACI Chart for Governance Board
RACI Chart for Governance Board

Execution Forum[edit]

The Execution Forum, which typically meets weekly, discusses change requests, approved projects, optimization considerations, and the backlog.  This team includes a Head of Enterprise 1:1 Engagement, Business Stakeholders representing the LOBs, Lead Decisioning Architects, Team Leaders, Data Scientists, NBA Analysts, Channel Operations, and Information Technology.

RACI Chart for Execution Forum
RACI Chart for Execution Forum

Execution Teams[edit]

The NBA Execution Team controls the tactical implementation of the goals, objectives, and priorities established by the NBA Governance Board.

RACI Chart for Business Content and Enterprise Capabilities Execution Teams
RACI Chart for Business Content and Enterprise Capabilities Execution Teams
RACI Chart for NBA Operations, IT Support, Channel Enablement, and Channel Reporting
RACI Chart for NBA Operations, IT Support, Channel Enablement, and Channel Reporting