WakeIQX: Time (Trajectory)
"The wake reveals the path. The cormorant reads not just position, but momentum. Track the trajectory."
WakeIQX is the trajectory dimension of the 3D lens. It measures whether a situation is improving, stable, or degrading over time — the momentum and direction of change.
What is Time/Trajectory?
Core question: Is this getting better or worse?
Named for: The "wake" left by fish as they move through water — the trail that reveals not just where they are, but where they're going and how fast.
In business context: Trajectory determines intervention strategy:
- Accelerating/Worsening (8-10): Immediate intervention, root cause elimination
- Recurring/Sustained (4-7): Systematic improvement, process change
- One-time/Isolated (1-3): Monitor for patterns, document for future
The Time Scale (1-10)
┌──────────────────────────────────────────────────────────┐
│ WAKE IQX SCALE │
├──────────────────────────────────────────────────────────┤
│ │
│ 10 │ CHRONIC CRISIS / TERMINAL │
│ │ • Occurring continuously │
│ │ • Rapid acceleration (doubling weekly) │
│ │ • No improvement despite interventions │
│ │ • Systemic, structural problem │
│ │ Action: Emergency intervention, root cause overhaul│
│ │ │
│ 9 │ ACCELERATING / WORSENING RAPIDLY │
│ │ • Frequency increasing dramatically │
│ │ • Pattern established (months) │
│ │ • Each occurrence worse than last │
│ │ • Interventions failing │
│ │ Action: Immediate escalation, executive ownership │
│ │ │
│ 8 │ CHRONIC / PERSISTENT │
│ │ • Occurring regularly (weekly/monthly) │
│ │ • Established pattern (6+ weeks) │
│ │ • Severity stable but not improving │
│ │ • Structural issue evident │
│ │ Action: Root cause analysis, process redesign │
│ │ │
│ 7 │ RECURRING / SUSTAINED PRESSURE │
│ │ • Multiple occurrences (4-6 times) │
│ │ • Pattern emerging (4-8 weeks) │
│ │ • Severity increasing slightly │
│ │ • Bandaids not working │
│ │ Action: Systematic improvement plan │
│ │ │
│ 6 │ REPEAT OCCURRENCE / TREND EMERGING │
│ │ • Second or third occurrence │
│ │ • Within short timeframe (2-4 weeks) │
│ │ • Severity similar to first occurrence │
│ │ • Workarounds in place │
│ │ Action: Pattern investigation, preventive measures│
│ │ │
│ 5 │ SECOND OCCURRENCE / EARLY PATTERN │
│ │ • Happened before (once) │
│ │ • Months apart │
│ │ • Similar context/root cause │
│ │ • Temporary fixes applied │
│ │ Action: Review previous response, adjust │
│ │ │
│ 4 │ FIRST OCCURRENCE / POTENTIAL RECURRENCE │
│ │ • First time for this specific issue │
│ │ • But similar issues have occurred │
│ │ • Risk of recurrence if not addressed │
│ │ • Category/type has history │
│ │ Action: Document thoroughly, monitor closely │
│ │ │
│ 3 │ ISOLATED / FIRST TIME │
│ │ • Never happened before │
│ │ • Unique circumstances │
│ │ • Low likelihood of recurrence │
│ │ • Resolved with standard response │
│ │ Action: Document, log for pattern analysis │
│ │ │
│ 2 │ ONE-TIME / RESOLVED │
│ │ • Single occurrence │
│ │ • Root cause identified and eliminated │
│ │ • Preventive measures in place │
│ │ • Confidence it won't recur │
│ │ Action: Close, monitor for unexpected recurrence │
│ │ │
│ 1 │ IMPROVING / STABLE │
│ │ • Was an issue, now resolved │
│ │ • Trend is improving (metrics better) │
│ │ • No recent occurrences │
│ │ • Preventive systems working │
│ │ Action: Continue monitoring, celebrate success │
│ │ │
└──────────────────────────────────────────────────────────┘Time Scoring by Dimension
D1: Customer (WakeIQX)
Measurement: Customer sentiment trend, issue frequency, escalation pattern
| Time | Pattern | Example |
|---|---|---|
| 10 | Viral churn / mass exodus | Multiple customers canceling daily, referencing each other |
| 9 | Accelerating churn signals | Complaints doubling each week, NPS cratering |
| 8 | Chronic dissatisfaction | Same complaints for months, no improvement |
| 7 | Recurring complaints | 4-6 occurrences in 2 months, pattern clear |
| 6 | Repeat issues | Second or third customer raising same issue |
| 5 | Déjà vu | Similar complaint happened months ago |
| 4 | First occurrence (with risk) | New complaint type, but related to known issue |
| 3 | Isolated feedback | One-time complaint, unique circumstances |
| 2 | Resolved and stable | Issue happened, was fixed, customer satisfied |
| 1 | Improving relationship | Customer satisfaction trending up, issues declining |
Trend metrics:
NPS Trend (Week-over-Week):
Dropping 5+ points: Time = 9
Dropping 2-4 points: Time = 7
Stable (±1 point): Time = 4
Improving 2-4 points: Time = 2
Improving 5+ points: Time = 1
Support Ticket Trend (Volume):
+50% week-over-week: Time = 9
+20-50% week-over-week: Time = 7
Stable (±10%): Time = 4
-20-50% week-over-week: Time = 2D2: Employee (WakeIQX)
Measurement: Turnover trend, engagement scores, stress pattern duration
| Time | Pattern | Example |
|---|---|---|
| 10 | Mass exodus underway | Multiple resignations per week, team collapse |
| 9 | Accelerating departures | Turnover rate doubling, engagement plummeting |
| 8 | Chronic burnout | Overtime pattern for months, no relief |
| 7 | Sustained stress | Team working weekends for 6+ weeks |
| 6 | Repeat occurrences | Third crunch period this quarter |
| 5 | Déjà vu stress | Similar stress pattern happened last quarter |
| 4 | First crunch (with risk) | First time this team stressed, but others have been |
| 3 | Isolated stress event | One-time project crunch, now resolved |
| 2 | Stress resolved | Was an issue, team recovered, morale improving |
| 1 | Improving culture | Engagement scores up, turnover down, energy high |
Trend metrics:
Overtime Hours Trend (Team Average):
Increasing 30+ hours/week: Time = 9
Increasing 15-30 hours/week: Time = 7
Stable (40-45 hours): Time = 4
Decreasing to normal: Time = 2
Engagement Score Trend (Quarterly):
Dropping 15+ points: Time = 9
Dropping 5-15 points: Time = 7
Stable (±5 points): Time = 4
Improving 5-15 points: Time = 2D3: Revenue (WakeIQX)
Measurement: Revenue growth trend, payment velocity, margin trajectory
| Time | Pattern | Example |
|---|---|---|
| 10 | Revenue collapse | Losing 10%+ revenue per month, accelerating |
| 9 | Rapid decline | Revenue down 20%+ this quarter, margin compressing |
| 8 | Chronic decline | Revenue flat or down for 6+ months |
| 7 | Recurring shortfalls | Missed forecast 3 quarters in a row |
| 6 | Repeat underperformance | Second consecutive quarter below plan |
| 5 | Déjà vu miss | Similar revenue issue happened last year |
| 4 | First miss (structural risk) | First time missing forecast, but pipeline weak |
| 3 | Isolated shortfall | One-time revenue miss, pipeline strong |
| 2 | Recovery underway | Revenue stabilizing after dip, margins improving |
| 1 | Strong growth | Revenue up 10%+ YoY, margins expanding |
Trend metrics:
Revenue Growth (YoY):
Declining -10% or worse: Time = 9
Declining -5% to -10%: Time = 7
Flat (±5%): Time = 5
Growing 5-10%: Time = 3
Growing 10%+: Time = 1
AR Aging Trend (>60 days %):
Increasing to >15%: Time = 9
Increasing to 10-15%: Time = 7
Stable at 5-10%: Time = 5
Improving to <5%: Time = 2D4: Regulatory (WakeIQX)
Measurement: Compliance trend, audit findings pattern, violation frequency
| Time | Pattern | Example |
|---|---|---|
| 10 | Pattern of violations | Third violation in 12 months, escalating penalties |
| 9 | Repeat major findings | Same critical finding in consecutive audits |
| 8 | Chronic non-compliance | Non-compliance persisting 6+ months despite remediations |
| 7 | Recurring audit findings | Same issue found in 3 of last 4 audits |
| 6 | Repeat finding | Second time this specific gap identified |
| 5 | Similar finding | Different but related compliance gap |
| 4 | First finding (systemic risk) | New finding but category has history |
| 3 | Isolated finding | One-time gap, unique circumstances |
| 2 | Remediated and verified | Finding closed, external validation passed |
| 1 | Improving compliance | Audit findings declining, certifications current |
Trend metrics:
Audit Findings Trend (Count per Audit):
Increasing (7 → 12 → 18): Time = 9
Stable high (10 → 11 → 10): Time = 8
Stable medium (5 → 6 → 5): Time = 5
Decreasing (8 → 5 → 2): Time = 2
Regulatory Fines Trend (Annual):
Increasing amounts/frequency: Time = 10
Repeat fines same category: Time = 8
First fine in category: Time = 4
No fines: Time = 1D5: Quality (WakeIQX)
Measurement: Defect rate trend, customer complaints, rework pattern
| Time | Pattern | Example |
|---|---|---|
| 10 | Quality collapse | Defect rate accelerating, multiple recalls |
| 9 | Chronic quality issues | Defect rate >10% for months, worsening |
| 8 | Persistent defects | Same root cause defects for 6+ months |
| 7 | Recurring quality issues | 4-6 similar defects in 2 months |
| 6 | Repeat defect | Second or third occurrence of defect type |
| 5 | Similar defect | Related defect happened before |
| 4 | First of type (category risk) | New defect type, but quality trending down |
| 3 | Isolated defect | One-time issue, unique circumstances |
| 2 | Quality improving | Defect rate declining, processes improved |
| 1 | High quality sustained | Defect rate <1%, improving, no customer complaints |
Trend metrics:
Defect Rate Trend (Per Release):
Increasing 50%+: Time = 9
Increasing 20-50%: Time = 7
Stable (±10%): Time = 5
Decreasing 20-50%: Time = 3
Decreasing 50%+: Time = 1
Customer-Reported Defects (Monthly):
Increasing count: Time = 8
Stable count: Time = 6
Decreasing count: Time = 3
Zero customer defects: Time = 1D6: Operational (WakeIQX)
Measurement: Incident frequency, downtime trend, efficiency trajectory
| Time | Pattern | Example |
|---|---|---|
| 10 | Constant failures | System failing daily, no stability |
| 9 | Accelerating incidents | P1 incidents doubling each week |
| 8 | Chronic instability | Weekly P1/P2 incidents for months |
| 7 | Recurring outages | Same system failing monthly for quarter |
| 6 | Repeat incident | Second occurrence within 30 days |
| 5 | Déjà vu incident | Similar incident months ago |
| 4 | First incident (systemic risk) | New incident type, but system fragile |
| 3 | Isolated incident | One-time failure, well-understood |
| 2 | Stability improving | Incident frequency declining, MTTR down |
| 1 | Highly reliable | No P1/P2 in 60+ days, efficiency improving |
Trend metrics:
Incident Frequency (P1/P2 per Month):
Increasing (3 → 7 → 12): Time = 9
Stable high (8 → 9 → 8): Time = 8
Stable medium (3 → 4 → 3): Time = 5
Decreasing (6 → 3 → 1): Time = 2
System Uptime Trend (Monthly):
Declining to <99%: Time = 9
Declining to 99-99.5%: Time = 7
Stable at 99.5-99.9%: Time = 5
Improving to >99.9%: Time = 2Trajectory Analysis Techniques
1. Frequency Tracking
Count occurrences over time:
Month 1: 1 incident │
Month 2: 2 incidents ││
Month 3: 4 incidents ││││
Month 4: 8 incidents ││││││││
Pattern: Doubling each month → Time = 9 (accelerating)Frequency scoring:
Doubling period:
Weekly doubling: Time = 10
Monthly doubling: Time = 9
Quarterly doubling: Time = 7
Yearly doubling: Time = 6
Stable frequency:
Same issue monthly: Time = 8
Same issue quarterly: Time = 6
Same issue annually: Time = 42. Severity Trending
Track severity over time, not just frequency:
Occurrence 1: Minor issue (Sound = 3)
Occurrence 2: Moderate issue (Sound = 5)
Occurrence 3: Major issue (Sound = 8)
Pattern: Escalating severity → Time = 8 (worsening)3. Intervention Effectiveness
Did prior actions work?
Issue occurred → Fix applied → Issue recurred?
Recurrence after fix:
Immediately (within days): Time = 9 (fix failed)
Within weeks: Time = 7 (partial fix)
Within months: Time = 5 (temporary fix)
Never: Time = 2 (fix worked)4. Pattern Duration
How long has this been going on?
Duration of pattern:
12+ months (chronic): Time = 10
6-12 months: Time = 8
3-6 months: Time = 7
1-3 months: Time = 6
Weeks: Time = 5
First time: Time = 35. Velocity of Change
How fast is the situation changing?
Rate of deterioration:
Worsening daily: Time = 10
Worsening weekly: Time = 9
Worsening monthly: Time = 7
Slow degradation: Time = 6
Stable (not changing): Time = 5
Slow improvement: Time = 3
Rapid improvement: Time = 1Time Scoring Formula
For metric-based tracking, use this formula:
Time Score = 5 + (Trend Coefficient × 5)
Where Trend Coefficient:
-1.0 = Rapidly improving (Time = 0, floor at 1)
-0.5 = Slowly improving (Time = 2.5 → round to 3)
0.0 = Stable (Time = 5)
+0.5 = Slowly worsening (Time = 7.5 → round to 8)
+1.0 = Rapidly worsening (Time = 10)
Trend Coefficient Calculation:
(Current Value - Baseline) / Baseline
Example:
- Baseline defect rate: 5%
- Current defect rate: 8%
- Trend: (8 - 5) / 5 = 0.6 (worsening)
- Time Score = 5 + (0.6 × 5) = 8Multi-Metric Time Scoring
When tracking multiple metrics in one dimension:
Rule: Use the worst Time score (most concerning trajectory).
Example: Customer Dimension
Metric 1: NPS trend → Stable (Time = 5)
Metric 2: Support tickets → Increasing 30% (Time = 7)
Metric 3: Churn rate → First occurrence (Time = 4)
Dimension Time Score: 7 (worst of the three)Why: One accelerating problem demands attention, even if other metrics are stable.
Predictive Time Scoring
Use Time to predict future state:
Current State + Time Trajectory = Future State (30-90 days)
Examples:
1. Current: Minor issue (Sound = 4)
Time: Accelerating (Time = 9)
Prediction: Will become major issue (Sound = 8) within 60 days
Action: Intervene NOW
2. Current: Major issue (Sound = 8)
Time: Improving (Time = 2)
Prediction: Will resolve within 30 days
Action: Monitor, don't overreact
3. Current: Moderate issue (Sound = 6)
Time: Chronic stable (Time = 8)
Prediction: Will persist indefinitely
Action: Root cause overhaul neededTime + Sound + Space Integration
Time amplifies or dampens overall severity:
Scenario A: High Sound, High Space, High Time
Sound = 9 (critical issue)
Space = 8 (most customers)
Time = 9 (accelerating)
Score = (9 × 8 × 9) ÷ 10 = 64.8
Interpretation: EMERGENCY — issue is critical, widespread, and accelerating
Scenario B: High Sound, High Space, Low Time
Sound = 9 (critical issue)
Space = 8 (most customers)
Time = 3 (first occurrence, isolated)
Score = (9 × 8 × 3) ÷ 10 = 21.6
Interpretation: HIGH PRIORITY — critical and widespread, but containable
Scenario C: Low Sound, Low Space, High Time
Sound = 4 (minor issue)
Space = 3 (few affected)
Time = 9 (chronic, accelerating)
Score = (4 × 3 × 9) ÷ 10 = 10.8
Interpretation: MEDIUM PRIORITY — small now, but pattern concerningKey insight: High Time score (chronic/accelerating) can elevate a low-severity issue to priority status.
WakeIQX Scoring Checklist
□ Has this happened before? (Frequency)
□ How many times in what timeframe? (Pattern duration)
□ Is frequency increasing or stable? (Acceleration)
□ Is severity increasing? (Severity trend)
□ Did previous fixes work? (Intervention effectiveness)
□ What's the velocity of change? (Rate of deterioration)
□ What are the trend metrics showing? (Data trend)
□ Is this improving or degrading? (Direction)
Pattern Assessment:
First time / Isolated: Time = 1-3
Recurring / Sustained: Time = 4-7
Chronic / Accelerating: Time = 8-10
Final Time Score: ___Common Time Scoring Mistakes
| Mistake | Impact | Correction |
|---|---|---|
| Treating all "first occurrences" as Time = 3 | Misses category patterns | Check if similar issues have history |
| Not adjusting for intervention | Overscores resolved issues | Lower Time if fix worked |
| Ignoring acceleration | Underestimates urgency | Track velocity, not just frequency |
| Averaging multiple metrics | Loses critical signal | Use worst Time score |
| Static scoring (not updating) | Misses trend changes | Rescore monthly or after incidents |
Next Steps
Remember: The wake shows where the fish is going, not just where it is. Read the trajectory. 🪶