Results and Kneejerk Actions

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Actions are outputs of decision-making. The choice of action and its effectiveness depend on how a decision is made.

To avoid kneejerk actions, pay attention to the decision trigger.

For example, the customer support calls volume went up 15% in a month. Would you add staff immediately?

As it turned out, a defective product sold through a campaign caused the increase. Yes, you do need to address the longer queue time for a live agent. But it is too hasty to add staff.

Instead of looking at the result for one month, examine the monthly trend. If the increase did not persist, it is likely you won’t need to add staff. If you added staff right away, you would end up with idled staff because of the kneejerk action.

In reviewing performance results, it is better to look at trends rather than results for a snapshot in time. Kneejerk actions could be costly.

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