DICA 1 · Diagnosis: the Client Map|INEMA.CLUB-PRO

Lesson 3 · 18 min

The 5 areas: customer service, sales, marketing, management, finance

Without scoring, your suggestion sounds like an opinion. With a score, it becomes a diagnosis the owner can discuss. You go through the 5 areas with 3 questions each, score pain, urgency, and readiness from 0 to 3, and write next to each score why you gave it.

Start the lesson
Five sheets of paper side by side on a wooden table, with sticky notes and a pen.

In this lesson you will

  1. 1The 3 questions for each area
  2. 2The symptoms the owner has already gotten used to
  3. 3The 0–3 matrix with the criterion for each score
  4. 4Why finance always needs human approval

Goal: score the business's 5 areas (pain, urgency, readiness) with a written criterion for each score and pick where to look first.

01The 5 areas of a small business

Click each area: questions, symptoms, and what to watch out for.

Click each block in the diagram to see what it does.

This mapping covers the whole business. To map a single process in depth, see AI Management · Processes (link at the end).

02The 0–3 matrix, with written criteria

Three scores per area. The criterion comes before the score.

1. Pain

0 = the owner sees no problem. 1 = complains in general, no specific case. 2 = tells a recent case. 3 = tells a recent case and says what it costs (time, lost customer) or has already tried to fix it.

The score comes from what they said in the interview, not from your impression.

03Template: the 5-area matrix

One row per area; the criterion column is required. Replace what's between < > with your own.

matriz-5-areas.md
# 5-area matrix — <business> — <date>
# Scale: 0 to 3. Criterion = what the owner said that justifies the score.

| Area | Pain | Pain criterion | Urgency | Urgency criterion | Readiness | Readiness criterion | Total |
|---|---|---|---|---|---|---|---|
| Customer service | <0-3> | <case or owner's phrase> | <0-3> | <deadline mentioned> | <0-3> | <where the information is> | <sum> |
| Sales | | | | | | | |
| Marketing | | | | | | | |
| Management | | | | | | | |
| Finance | | | | | | | |

Where to look first: <area> — because <reason in 1 line>
Score the owner corrected: <area, from X to Y, reason>
Partial example (fictional)
# 5-area matrix — Clínica Vila Serena (fictional)

| Area | Pain | Pain criterion | Urgency | Criterion | Readiness | Criterion | Total |
|---|---|---|---|---|---|---|---|
| Customer service | 3 | case of the patient who booked elsewhere + "I reply at night, when I remember" | 3 | asked to fix it before vacation | 1 | prices and insurance plans in the team's heads | 7 |
| Finance | 1 | "we get by," no case | 1 | no deadline | 2 | bank statement + partner's spreadsheet | 4 |

Where to look first: customer service — highest pain and urgency; low readiness means sorting out the rules first (lessons 4 and 5).
Simulation: illustrative example
  • All 5 areas have the 3 scores.
  • Each score has a written criterion with the owner's words or a case.
  • The "where to look first" line has a reason, not just the highest sum.

04Practice: the Vila Serena matrix

Use what the owner said in the simulated interview in lesson 2 and make up the rest as fictional.

E1 · Complete matrix

25 min

Fill in the 5-area matrix for Clínica Vila Serena (fictional). For the areas the simulated interview didn't cover, write the criterion as "fictício: ...".

Done when: the matrix has all 5 areas with a 0–3 score for pain, urgency and readiness, and the criterion for each score written next to it.

E2 · Where to look first

5 min

Write the "where to look first" line with the area and the reason, and say what that area's readiness calls for before any assistant.

Done when: the line names an area, a one-sentence reason, and the first cleanup step if readiness is 0 or 1.

05Test what you learned

Question 1 of 4

The owner says the service "could be better," with no specific case. What pain score?skill

06Summary

5 areas, 3 questionsCustomer service, sales, marketing, management, and finance, always in the same order.
Criterion before scorePain, urgency, and readiness from 0 to 3, each score backed by the case or the owner's phrase that justifies it.
Readiness is a taskA low readiness score doesn't rule out the area: it says the first step is to get the information in order.

Going further

Map a process in depth (AI Management · Processes, lesson 3)Choose the first process (AI Management · Processes, lesson 2)AI Consulting Area
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