AI Readiness Survey
68 Questions to understand strengths and opportunities for utilizing AI capabilities in your organization within the next 12 months.
/70
1. Leadership Alignment — Is there a shared definition of AI success and an identified owner for initiatives?
Yes, clearly defined
Somewhat defined
Not defined
/70
2. Process Documentation — Are core workflows documented as they're actually performed today?
Fully documented
Partially documented
Not documented
/70
3. Data & Tech Infrastructure — Is customer/operational data centralized, trusted, and accessible for integration?
Fully centralized and trusted
Somewhat accessible
Not accessible
/70
4. Workforce Readiness — Is training capacity available?
Fully engaged and trained
Partially engaged
Not engaged
/70
5. Change Readiness — Have frontline staff been part of the AI conversation?
Fully engaged and trained
Partially engaged
Not engaged
/70
6. Governance & Compliance — Does a policy (formal or informal) exist on acceptable AI use and review?
Policy exists and is reviewed
Informal policy exists
No policy
/70
7. My Intake process is mostly
This would be your contact center, your order processing department areas.
Manual / Repetitive Effort with High Potential for Automation
Has Potential to utilize limited automation
Is worth a Deep Dive review for significant use of AI
This process is not in scope in our operation
/70
8. My Transactional process is mostly
This would be your Claims, invoicing, data entry areas.
Manual / Repetitive Effort with High Potential for Automation
Has Potential to utilize limited automation
Is worth a Deep Dive review for significant use of AI
This process is not in scope in our operation
/70
9. My Training and Workforce Enablement process is mostly
This would be your Onboarding, Upskilling, Knowledge Transfer areas.
Manual / Repetitive Effort with High Potential for Automation
Has Potential to utilize limited automation
Is worth a Deep Dive review for significant use of AI
This process is not in scope in our operation
/70
10. My Product Development process is mostly
This would be your Sales, Field Ops, R&D, QA areas.
Manual / Repetitive Effort with High Potential for Automation
Has Potential to utilize limited automation
Is worth a Deep Dive review for significant use of AI
This process is not in scope in our operation
/70
11. My Sales & Field Operations process is mostly
This would be your CRM, Dispatch, Account Management, Proposals areas.
Manual / Repetitive Effort with High Potential for Automation
Has Potential to utilize limited automation
Is worth a Deep Dive review for significant use of AI
This process is not in scope in our operation
/70
12. Which level best describes where we are RIGHT NOW, organization-wide?
1 — Unaware / Not started — no formal AI tool use
2 — Individual experimentation — some staff use ChatGPT/Claude/Copilot informally
3 — Team-level adoption — specific teams use AI tools for defined tasks
4 — Customer-facing pilots — AI touches customer interactions in at least one channel
5 — Embedded / process-redesigned — workflows rebuilt around AI capability
/70
DEEP DIVE Tool Kit Section
/70
13. Leadership has a shared definition of what "AI" means for this organization
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
14. An executive sponsor/owner is identified for AI initiatives.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
15. AI adoption is tied to a specific business outcome (cost, capacity, revenue) rather than general pressure to "keep up"
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
16. Budget has been discussed or allocated (even informally)
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
17. Leadership can articulate what success looks like 12 months out.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
18. There's tolerance for pilot failure / iterative learning vs. expecting one big rollout.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
19. Core processes are documented (flowcharts, SOPs, work instructions).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
20. Documentation reflects how work is actually done today.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
21. Process owners are clearly identified.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
22. A standard method exists for capturing process metrics (cycle time, volume, error rate).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
23. Recent process improvement activity exists (Lean, Six Sigma, Shingo, kaizen) to build on.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
24. Frontline input is captured when processes are designed or changed.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
25. Exception cases are documented, not just tribal knowledge.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
26. Data lives in systems that can be accessed/integrated (not siloed spreadsheets).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
27. Data quality is trusted (accurate, deduplicated, current).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
28. IT has capacity/bandwidth to support a pilot (internal or vendor-supported).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
29. Security, privacy, and compliance requirements are documented.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
30. A defined process exists for vetting new software/vendors.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
31. Frontline staff have been part of the AI conversation, not just informed after.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
32. There's a clear message about what AI is/isn't replacing.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
33. Training capacity exists to build new skills as tools are introduced.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
34. Union/labor considerations (if applicable) have been identified.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
35. A feedback loop exists for staff to flag AI errors.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
36. Middle management is bought in, not just executives.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
37. A policy (formal or informal) exists on acceptable AI use.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
38. A review process exists for AI-generated customer communications.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
39. A policy (formal or informal) exists on acceptable AI use.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
40. Vendor/third-party AI tools go through a risk review.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
41. A plan exists for auditing AI decisions/outputs over time.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
Industry Considerations for following question
☐ Healthcare — HIPAA, patient data, clinical accuracy standards
☐ Financial Services — SOC2, PCI-DSS, fair lending, recorded-line requirements
☐ Insurance — state regulatory variance, claims documentation standards
☐ Retail/E-commerce — PCI-DSS, consumer protection
☐ Government/Public Sector — ADA/508, procurement rules, data residency
☐ Manufacturing / Industrial — safety-critical documentation, union agreements
/70
42. Industry-specific regulatory requirements are identified.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
43. Volume & Scope of necessary AI integration is quantified.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
44. Work types/categories have a defined classification.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We are consistently improving and expect to acheive this within 12 months.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
45. Systems of record are documented and understood.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
46. Records/data are centralized and accessible.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
47. Performance metrics are tracked (cycle time, error rate, cost, satisfaction).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
48. Escalation/exception paths are clearly defined.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
49. Integration potential with AI tools is known.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
50. Records are centralized and accessible (not paper-based or siloed)
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
51. Cycle time and error/rework rate are tracked.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
52. Exception handling (what happens when a transaction doesn't fit the standard path) is clearly defined.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
53. Training volume/frequency is quantified (new hires, recertifications, ongoing programs).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
54. Training content is categorized by role/skill/topic.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
55. LMS or training delivery system is documented and understood.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
56. Training records/completion data are centralized and accessible.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
57. Time-to-competency and knowledge retention are tracked.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
58. A defined path exists for updating content when processes change.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
59. LMS/content systems have integration potential with AI tools.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
60. New Product development/content volume and cycle frequency are quantified.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
61. Work types have a defined classification (feature dev, content types, QA categories).
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
62. Systems used (PM tools, doc repositories, version control) are documented.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
63. Product/content records are centralized and accessible.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
64. Time-to-market and quality/defect metrics are tracked.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
65. Review/approval and exception paths are clearly defined.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
66. Account/customer records are centralized and accessible.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
67. Win rate, response time, and/or SLA performance are tracked.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
/70
68. Escalation/exception paths (complex deals, service issues) are clearly defined.
1 - Statement is completely true, documented and visible.
2 - We are consistently improving and expect to acheive this within 12 months.
3 - We focus on acheiving most of this and have a working plan to get there.
4 - There are some elements of this underway, but progress is limited.
5 - Statement is not a part of our culture, process, design or actions.
Your score is {score}
out of a possible score of 340.