Exception Room
The weekly review that checks last week's explanations against this week's data.
The job
Replaces the weekly slide deck with a review of exceptions only. Owners explain unusual numbers in writing beforehand, the room predicts which explanations will hold, and next week's data grades every explanation, decision and prediction.
The moment
The weekly review shows only the exceptions. Owners explain unusual numbers in writing before the meeting, and the room predicts which explanations will hold up.
The CEO sees last week's explanation from a department head, "it was the holiday backlog", marked as contradicted: numbers are still high, and 61% of customer comments mention the new app login.
A scoreboard shows the quiet operations manager predicted this and has read the business most accurately this quarter.
The owner is asked for a new explanation, and a decision to fix the login is logged with its expected effect, to be graded next week.
What it does
- Collect explanations and sealed peer predictions
- Log a decision with a pre-registered effect
- Notify the decision owner
- Grade last week
- Send the quarter ledger
- Drill to verbatims
What you see
Grey-by-default exception wall with normal bands, amber 'I don't know' plates, a grading desk and a calibration board
What it moves
The share of exceptions explained before the meeting, how accurate each owner's explanations are, and confirmed decisions per quarter, with complaints avoided multiplied by cost to serve, in dollars.
Built for
- Operations
- Frontline staff
- Finance
