/analyze-pcf-6

Purpose

Analyze APQC PCF Category 6.0 (Manage Customer Service) for AI automation opportunities. This command provides:

• Process group breakdown with AI scores
• Ticket/contact type analysis
• Automation tier recommendations
• ROI projections
• Implementation roadmap

Syntax

/analyze-pcf-6 [--scope <type>] [--headcount <n>] [--volume <n>] [--channels <list>]

Parameters

Parameter	Type	Required	Default	Description
--scope	string	No	department	Analysis scope
--headcount	integer	No	50	Number of agents
--volume	integer	No	10000	Monthly ticket volume
--channels	string	No	"all"	Channels to analyze
--hourly-cost	float	No	45	Agent hourly cost
--output	string	No	stdout	Output file path

Examples

# Basic analysis
/analyze-pcf-6

# With specifics
/analyze-pcf-6 --headcount 100 --volume 50000 --hourly-cost 40

# Focus on specific channels
/analyze-pcf-6 --channels "chat,email" --volume 30000

Output

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
PCF 6.0 ANALYSIS: Manage Customer Service
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

EXECUTIVE SUMMARY
─────────────────────────────────────────────────────────────
AI Applicability Score: 0.41 (HIGHEST of 13 PCF categories)
Agents: 100 | Monthly Volume: 50,000 | Hourly Cost: $45

PROCESS GROUP ANALYSIS
─────────────────────────────────────────────────────────────
┌────────────────────────────────────┬───────┬─────────────┐
│ Process Group                      │ Score │ Tier        │
├────────────────────────────────────┼───────┼─────────────┤
│ 6.4 Manage customer requests       │ 0.48  │ TIER 1      │
│ 6.3 Measure/evaluate operations    │ 0.42  │ TIER 1      │
│ 6.5 Manage customer complaints     │ 0.41  │ TIER 1-2    │
│ 6.2 Plan/manage operations         │ 0.38  │ TIER 2      │
│ 6.1 Develop service strategy       │ 0.35  │ TIER 2      │
└────────────────────────────────────┴───────┴─────────────┘

TOP AUTOMATION OPPORTUNITIES
─────────────────────────────────────────────────────────────
1. 6.4.3 Respond to requests (FAQ, inquiries)  - 92% completion
2. 6.3.2 Analyze service performance           - 85% completion
3. 6.4.1 Receive and log requests              - 90% completion
4. 6.5.2 Analyze complaints                    - 85% completion
5. 6.4.2 Route requests                        - 88% completion

ROI PROJECTION
─────────────────────────────────────────────────────────────
Current annual cost:        $9,360,000
Productivity gain:          51%
Hours saved/year:           106,080
Value at $45/hr:            $4,773,600
Platform cost (est):        $30,000/year
Net annual benefit:         $4,743,600
ROI Multiple:               158x

RECOMMENDED ROADMAP
─────────────────────────────────────────────────────────────
Phase 1 (Mo 1-4): FAQ/Inquiry chatbot, ticket routing
Phase 2 (Mo 5-8): Complaint triage, QA automation
Phase 3 (Mo 9-12): Agent copilot, proactive outreach

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Success Output

✅ COMMAND COMPLETE: /analyze-pcf-6

PCF 6.0 Analysis Summary:
- [x] Process groups analyzed: 5
- [x] AI Score: 0.41 (Tier 1)
- [x] Top opportunity: 6.4 Manage Requests (0.48)
- [x] ROI projected: 158x
- [x] Recommendation: Priority 1 deployment target

Related

• Skill: pcf-6-customer-service
• Agent: pcf-6-customer-specialist
• Command: /automation-roadmap

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Generated by: CODITECT Command Generator PCF Category: 6.0 Generated: 2026-01-23