MKT.11:1 - Problem frame

Use this pattern when a customer promise depends on several people, teams or organisations, or when customer evidence reveals a mismatch between a promise and actual delivery. Examples include a consultation advertised without available specialists, a trial that needs another organisation’s access decision, or a service improvement that staff understand but lack the time or authority to perform.

The result is a supported promise joined to effective contributor arrangements and an executable continuation, or a precise limit requiring the promise to change. It includes what happens when a contribution fails and who receives the customer evidence that can change the arrangement.

The intended reader can recover the offer and engage the people responsible for its contributions. A settled ordinary offer with sufficient current supply can use that arrangement directly. This method does not replace specialist engineering, operations, organisational design or the authority to commit another party.