Assessment
Capability Mapping
Business capabilities mapped to platform maturity. Identifies where transformation delivers the most value and where gaps constrain after-sales operations.
Why this matters
Capability maturity determines where the platform transformation delivers the most value. Gaps between current and target state drive Phase 1 prioritisation.
What this informs
Future-state scenario evaluation criteria, deprecation sequencing, and the investment case for specific domain modernisation.
What remains unresolved
Maturity scores not yet validated with all domain owners. Fraud detection capability ownership still under discussion.
Domains
5
Capabilities
20
Critical Gaps
8
Avg Current Maturity
2.1
Avg Target Maturity
4.4
Each capability is scored on a 1–5 maturity scale. Current reflects today's operational state. Target represents the desired end-state after transformation. The gap between the two drives prioritisation.
Service Operations
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Service booking & scheduling | Dealer Portal | No self-service. Manual dealer coordination. | |
| Technician dispatch | Siebel | Limited real-time visibility. No skill-based routing. | |
| Job cost estimation | SAP + Manual | Estimation relies on technician experience. No AI-assisted pricing. | |
| Service history tracking | SAP / Siebel | Fragmented across systems. No unified vehicle timeline. |
Warranty Management
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Claims submission | SAP | Manual forms. High rejection rate due to data quality. | |
| Claims adjudication | SAP + Manual | Manual review bottleneck. No AI-assisted triage. | |
| Warranty policy management | SAP | Rigid rule engine. Policy changes require development cycles. | |
| Fraud detection | None | No systematic fraud detection. Reactive, not proactive. |
Parts & Logistics
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Parts catalogue & search | SAP | Text-based search only. No visual parts identification. | |
| Inventory visibility | SAP | Dealer stock not real-time. Regional warehouse visibility limited. | |
| Order management | SAP | Functional but rigid. Limited self-service for dealers. | |
| Demand forecasting | Manual / Excel | No predictive capability. Seasonal and vehicle-age factors unmodelled. |
Dealer Experience
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Unified dealer portal | Sitecore | Fragmented across multiple systems. Poor mobile experience. | |
| Performance dashboards | Power BI | Generic reports. No personalised dealer-level insights. | |
| Training & certification | LMS (external) | Disconnected from service operations. No competency tracking. | |
| Communication & alerts | Email / Manual | No centralised notification system. Critical alerts via email. |
Customer Experience
| Capability | Primary System | Maturity (Current → Target) | Gap |
|---|---|---|---|
| Self-service booking | None | No digital self-service. All bookings via dealer phone/email. | |
| Proactive notifications | None | No proactive outreach. Telematics data unused for customer comms. | |
| Service transparency | None | No real-time service status. Customer has no visibility. | |
| Feedback & NPS | Survey tool | Post-service surveys only. No in-journey feedback capture. |
Service Workflow to Platform Relationship
How end-to-end service workflows (booking → diagnosis → repair → billing → feedback) map across current platforms and proposed domain boundaries.
In progressBusiness Analyst
Decision Layer
Decisions Supported
ADR-002 (domain boundaries), ADR-003 (composable DXP). Maturity gaps feed scenario evaluation.
Dependencies
Drives future-state scenario evaluation criteria and platform deprecation sequencing.
Next Actions
Validate maturity scores with domain owners. Prioritise top-5 capability gaps for Phase 1 focus.
Confidence
Medium-High — under review with domain owners. Fraud detection capability ownership unresolved.