Owner: Head of Delivery (HoD)
Contributors: All delivery team members · PM (coordination) ·
Account Lead (client perspective inputs) · CEO (P1 incident reviews +
quarterly strategic review)
Department: D4 — Delivery
Entity: PrivateAI
Status: v1.0 · Complete
Version: 1.0 | Last updated: 2026-07-18
What this workflow does: Governs how the delivery team conducts structured
retrospectives at engagement close and after significant incidents — capturing
what worked, what didn't, what should change, and ensuring those changes are
actually implemented rather than forgotten.
What triggers it: Four triggers:
| Trigger | Type | Timing | Mandatory? |
|---|---|---|---|
| Engagement close (DEL-02, DEL-03, DEL-04) | Scheduled | Within 5 business days of close | Yes |
| P1 or P2 incident closed (DEL-06) | Incident-driven | Within 5 business days of incident closure | Yes |
| Quarterly EOS Rocks cadence | Scheduled | Aligned to OPS-O04b | Yes |
| Significant internal process failure | Ad hoc | Within 5 business days of identification | Recommended |
What it produces: A completed DEL-10-DOC-01 (Internal Retrospective Report)
per retrospective — with documented findings, agreed action items logged in Jira,
and a feed into DEL-07 (Knowledge Management) for reusable learnings.
Why it matters: A team that does not review its own performance cannot improve
it. DEL-10 is the mechanism that turns every engagement and every incident into
a compounding improvement — not just a closed ticket. Without it, the same mistakes
repeat and the same opportunities go unrecognised.
| Role | Department | Responsibility | CEO? |
|---|---|---|---|
| HoD | D4 | Facilitates all retrospectives · reviews all DEL-10-DOC-01 reports · signs off action items · leads quarterly strategic review | No |
| PM | D4 | Coordinates scheduling · manages action item tracking in Jira · ensures retrospective happens within SLA | No |
| All delivery team members | D4 | Active participants — contribute observations, root cause inputs, and improvement suggestions | No |
| Account Lead | D4 | Provides client perspective inputs for engagement retrospectives — what did the client experience? | No |
| CEO | D6 | Attends P1 incident retrospectives · attends quarterly strategic review | Yes — P1 + quarterly |
When: Within 5 business days of every engagement close (DEL-02, DEL-03,
DEL-04). Mandatory — no engagement is fully closed without a retrospective.
Attendees: HoD · PM · AI Engineer / AIe / AIc Specialist ·
Account Lead (client perspective)
Duration: 45–60 minutes
Agenda structure:
| Section | Time | Content |
|---|---|---|
| 1. Delivery summary | 5 min | What was delivered, timeline vs plan, hours vs budget |
| 2. What went well | 10 min | Specific things that worked — technical, process, client relationship |
| 3. What was difficult | 10 min | Specific challenges — technical, process, communication, access |
| 4. What would we do differently | 10 min | Concrete changes for next time — not vague, not generic |
| 5. Root cause (if applicable) | 10 min | If any incident or quality issue occurred — why did it happen? |
| 6. Action items | 10 min | Specific actions with owners and due dates — logged in Jira before the session ends |
| 7. Knowledge capture | 5 min | What goes into DEL-07? Who creates the entry and by when? |
When: Within 5 business days of P1 or P2 incident closure (DEL-06). Mandatory.
Attendees: HoD · PM · AI Engineer / AIe / AIc (involved in the incident) ·
Account Lead · CEO (P1 incidents only)
Duration: 60–90 minutes
Agenda structure:
| Section | Time | Content |
|---|---|---|
| 1. Incident summary | 10 min | What happened, timeline, severity, client impact |
| 2. Root cause analysis | 20 min | Five whys or equivalent — what was the actual root cause? |
| 3. What we did well in response | 10 min | What worked in the incident response? |
| 4. What we would do differently | 10 min | Faster detection? Better communication? Different remediation? |
| 5. Preventive actions | 15 min | Specific process, technical, or training changes to prevent recurrence |
| 6. Action items | 10 min | Specific actions with owners and due dates — logged in Jira |
| 7. Knowledge capture | 5 min | What goes into DEL-07 Lessons Learned section? |
When: Aligned to EOS Rocks cadence (OPS-O04b). Covers the full quarter.
Attendees: HoD · PM · CEO · All delivery team members
Duration: 90 minutes
Agenda structure:
| Section | Time | Content |
|---|---|---|
| 1. Quarter delivery summary | 10 min | Engagements completed, KPIs vs targets, incidents by severity |
| 2. Team performance themes | 20 min | Patterns across engagements — what keeps coming up? |
| 3. Process health | 15 min | Which DEL workflows are working? Which need updating? |
| 4. Action items from last quarter | 10 min | Were last quarter's retro actions completed? |
| 5. CEO strategic input | 15 min | Delivery direction for next quarter — products, capacity, quality priorities |
| 6. Next quarter action items | 15 min | Specific actions with owners and due dates |
| 7. Workflow updates needed | 5 min | Which DEL pages on Wiki.js need updating based on this review? |
Step 1 — Schedule the retrospective
Step 2 — Pre-retrospective data preparation
Step 3 — Facilitate the retrospective
Step 4 — Complete DEL-10-DOC-01 (Internal Retrospective Report)
Step 5 — Log action items in Jira
Step 6 — Knowledge capture feed to DEL-07
Step 7 — Workflow update assessment
Step 8 — Action item review (next retrospective)
| Section | Required | Notes |
|---|---|---|
| Retrospective type | Yes | Type A (engagement close) / Type B (incident) / Type C (quarterly) |
| Date of session | Yes | |
| Facilitator | Yes | HoD name |
| Attendees | Yes | All participants |
| Trigger | Yes | Which engagement, incident, or quarter |
| Delivery summary | Yes | Timeline, hours, incidents — quantitative |
| What went well | Yes | Specific — minimum 3 items |
| What was difficult | Yes | Specific — minimum 3 items |
| What would we do differently | Yes | Concrete and actionable |
| Root cause (Type B only) | Yes for Type B | Five whys outcome |
| Preventive actions (Type B only) | Yes for Type B | Specific changes |
| Action items | Yes | Each with owner, due date, and Jira card reference |
| Knowledge capture | Yes | What was filed in DEL-07, by whom, and when |
| Workflow updates | Yes | Which Wiki.js pages updated or flagged for update |
| HoD sign-off | Yes | Confirmation of review and approval |
| Tool | How it's used | Agent-ready |
|---|---|---|
| Google Meet | All retrospective sessions | Yes |
| Google Workspace | DEL-10-DOC-01 report · pre-retrospective data pack · session notes | Yes — API + MCP |
| Jira | Action item tracking · data pack source · previous action review | Yes — confirmed |
| CS-05-DOC-01 | Client health scorecard — input to engagement close data pack | Yes — API + MCP |
| DEL-06-DOC-01 | Incident log — input to data pack and incident retrospective | Yes — API + MCP |
| Wiki.js | DEL-07-DOC-01 knowledge entries · DEL workflow page updates | Yes — native |
| Discord | Scheduling notifications · action item reminders | Yes — API |
| n8n | Planned: retrospective scheduling reminders · action item deadline alerts | Yes — native |
Retrospective type selection
| Trigger | Type | CEO attends? |
|---|---|---|
| Engagement close | A | No |
| P1 incident closure | B | Yes |
| P2 incident closure | B | No |
| Quarterly cadence | C | Yes |
Action item carry-forward (Step 8)
| Status | Action | Owner |
|---|---|---|
| Complete | Close in Jira · note in session | PM |
| Incomplete — still relevant | Carry forward · new due date | PM + owner |
| Incomplete — no longer relevant | Close with reason documented | HoD |
Workflow update required (Step 7)
| Finding | Action | Owner |
|---|---|---|
| Process gap identified | Create Jira update card · assign to workflow owner | HoD |
| Workflow already accurate | No action | HoD notes |
| Scenario | How to handle | Escalation |
|---|---|---|
| Retrospective not held within 5-day SLA | PM flags to HoD immediately. Reschedule within next 2 business days. Note delay in DEL-10-DOC-01. | HoD |
| Key attendee unavailable | Proceed with available attendees. Collect absent member's input async before the session. HoD decides if session should be deferred. | HoD |
| CEO unavailable for P1 retrospective | Defer P1 retrospective by maximum 5 business days. CEO input is mandatory for P1. | HoD → CEO to confirm availability |
| Action items from previous retro consistently incomplete | Pattern flagged to CEO in quarterly review. Root cause of non-completion assessed. | HoD → CEO |
| Retrospective reveals a systemic process failure | HoD escalates to CEO. May trigger ad hoc Type C or an immediate workflow update across multiple DEL pages. | HoD → CEO |
| Team member disagrees with retrospective findings | HoD documents the disagreement in DEL-10-DOC-01. Disagreement does not block the report being filed. | HoD mediates — CEO if unresolved |
| Metric | Type | Target |
|---|---|---|
| Retrospective held per engagement close (%) | Process | 100% — no engagement closes without a retro |
| P1/P2 retrospective held within 5 days of incident closure (%) | Process | 100% |
| DEL-10-DOC-01 report filed within 24h of session (%) | Process | 100% |
| Action items logged in Jira before end of session (%) | Process | 100% |
| Action items completed by due date (%) | Leading | ≥ 80% |
| Previous retro action items reviewed at next session (%) | Process | 100% |
| Knowledge entry filed in DEL-07 within 5 days of session (%) | Process | 100% |
| Step | Current state | Suggested automation | Tool | Effort |
|---|---|---|---|---|
| Step 1 — Schedule reminder | Manual | n8n: engagement close event → auto-schedule retrospective task in Jira with 5-day deadline → Discord reminder to PM | n8n + Jira + Discord | Low |
| Step 2 — Data pack preparation | Manual | n8n: retrospective scheduled → auto-pull Jira hours, incident log, and CS-05 health data → compile draft data pack | n8n + Jira + Google Docs | Medium |
| Step 5 — Action item deadline alerts | Manual | n8n: 48h before action item due date → Discord reminder to owner | n8n + Jira + Discord | Low |
| Step 8 — Previous action item review | Manual (PM checks) | n8n: retrospective scheduled → auto-pull all open action items from previous retro → include in data pack | n8n + Jira | Low |
Upstream (triggers DEL-10):
Downstream (DEL-10 feeds into):
| Version | Date | Description | Author |
|---|---|---|---|
| 1.0 | 2026-07-18 | Initial release — 3 retrospective types (engagement close, P1/P2 incident, quarterly strategic), structured agenda per type, DEL-10-DOC-01 mandatory report structure, action item Jira tracking rule, CEO mandatory attendance for P1 and quarterly, DEL-07 knowledge feed, workflow update assessment step. | Hamza Tasneem (HoD) |