Module 1 of 3
Decision criteria
Value, risk, reversibility and human impact.
Four questions decide most cases. What does it gain. What happens when it is wrong. Can the wrong outcome be undone. And who is on the receiving end. The fourth is the one that gets skipped, and it is the one that turns a technical decision into a decision with consequences for a person.
Reversibility deserves particular weight. A wrong draft costs a minute. A wrongly rejected application, a wrongly closed account, a wrongly worded message to a grieving customer — those cannot be recalled, and the fact that ninety-five per cent of cases went fine is no comfort to the person in the other five.
Takeaway
Value, risk, reversibility, human impact. Weight reversibility and human impact hardest.