Decision Museum
Find the decisions nobody wrote down, and what they still cost weekly.
The job
Finds undocumented decisions that still cause customer contacts, prices each in calls and dollars per week, and gets an owner to claim it by a set date. Behind that, it builds a record of every decision and what customers made of it.
The moment
The app digs up past decisions nobody wrote down that still drive customer contacts. The first on the wall is a change to transfers made on 14 March 2024.
Customers have mentioned "the new limit" 900 times and their anger has doubled. It still causes 300 calls a week, costing $11,400 a week.
The team that made the change no longer exists.
The COO takes ownership on screen. The decision moves from unclaimed to owned, with a date by which it must be dealt with.
What it does
- Claim an unowned decision
- Brief the owning team
- Cite a past decision in a new initiative
- Open the verbatims behind a decision
What you see
An Unclaimed Decisions wall that opens first, with a museum floor plan of wings, plaques and a Hall of Reversals behind it; guided tours per role
What it moves
Weekly contacts and dollars still caused by unclaimed decisions, which should fall, and the share of uncovered decisions claimed by their deadline.
Built for
- Executives & leadership
- Frontline staff
