10 · SERVICE SYSTEM
Find the break in the system.
The five-gap model locates where expectations, standards, delivery and communication can become disconnected.
AIRTEL DIAGNOSTIC · MANAGERIAL INFERENCE
1 · Knowledge
Customer expectations and management’s understanding of them do not fully align.
Diagnostic
National averages can hide indoor, corridor and local installation variability.
Assessed risk medium.
Customer symptom
A customer reports a persistent local problem while aggregate performance appears acceptable.
Possible operating cause
A plausible cause is insufficient connection between local customer feedback and operational telemetry.
Corrective architecture
Combine circle or cluster voice-of-customer analysis with relevant network and provisioning evidence.
Proposed KPI
locally classified complaints and the share linked to relevant diagnostic evidence.