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Sample session report

Session report: The Friday file

What the facilitator receives after a session: each person's decisions by name, and the pattern across the room. Each line manager receives the decisions of their own people only.

Illustrative only: 24 scripted runs on StepSim's engine, not participants. The names are made up.

1The session on one page

Mission
The Friday file, case version 1.0.0
People
24 people, one first run each. Group rates appear from 10 people; below that, the report shows each person's decisions only.
Group
The facilitator states at open whether this is the whole team or a sample of it.
Fixed at close
The report is drawn once, when the facilitator closes the session, and never changes after.

This report shows what each person did at each decision point of one rehearsed case, by name and in order, and how the case's written rules read it. It then counts the same acts across the room: which decisions were sent, what was checked first, how JunoAI's work was used, which limits were set, and what the room named to take back to work. No one gets a score or a rank.

Most common decision

10 of 24

Go live with the limits below

JunoAI's flawed advice used

6 of 44

flawed pieces offered

Items that looked wrong, flagged

12 of 60

flaggable items on the desk

Runs with a strong process

4 of 24

as the case reads the route, not the result

2Each person, decision by decision

Every person in the session, by name. Each row shows what they sent and which of the case's written rules their route met before it went. Open a name for their decisions in the order they made them, what they left alone, and what followed.

Each person against the case's written rules, before the decision went
PersonSentFiles readAnother view soughtFriday number checkedFlaws handledLegal involvedHow it read
Aisha RahmanGo live with limitsMetMetMetMetMetStrong process, good outcome
Benjamin KohGo live with limitsMetMetMetMetMetStrong process, bad outcome
Chloe WongGo live FridayNot metNot metNot metMetNot metWeak process, bad outcome
Darren NgHold FridayNot metNot metMetMetNot metWeak process, bad outcome
Elaine TeoHold FridayNot metNot metMetMetNot metWeak process, bad outcome
Faizal IsmailHold FridayMetMetMetNot metNot metWeak process, bad outcome
Gerald TayHand it to GraceNot metNot metNot metMetMetWeak process, bad outcome
Hui Min OngLet Friday passNot metNot metNot metMetNot metWeak process, bad outcome
Irfan HakimGo live FridayNot metNot metNot metMetNot metWeak process, bad outcome
Jasmine LowGo live with limitsNot metNot metNot metMetNot metWeak process, bad outcome
Karthik IyerGo live with limitsNot metMetNot metMetMetWeak process, good outcome
Li Na ZhouGo live with limitsNot metNot metNot metMetMetWeak process, bad outcome
Mohan DasGo live with limitsMetMetMetMetMetStrong process, good outcome
Nurul AzizGo live with limitsMetMetMetMetMetStrong process, bad outcome
Owen LeeGo live FridayNot metNot metNot metMetNot metWeak process, good outcome
Pei Shan GohHold FridayNot metNot metMetMetNot metWeak process, bad outcome
Rachel ChanHold FridayNot metNot metMetMetNot metWeak process, bad outcome
Sanjay MenonHold FridayMetMetMetNot metNot metWeak process, bad outcome
Shu Fen SimGo live with limitsNot metNot metNot metMetNot metWeak process, bad outcome
Tan Wei JieHand it to GraceNot metNot metNot metMetMetWeak process, good outcome
Uma PillaiLet Friday passNot metNot metNot metMetNot metWeak process, bad outcome
Vincent HoGo live FridayNot metNot metNot metMetNot metWeak process, bad outcome
Xavier CruzGo live with limitsNot metMetNot metMetMetWeak process, good outcome
Yuki TanakaGo live with limitsNot metNot metNot metMetMetWeak process, good outcome
Met by6 of 248 of 2410 of 2422 of 2410 of 24
What each rule asks
Files read
At least two files opened before the call.
Another view sought
At least one colleague asked, or one file from a colleague who disagrees opened.
Friday number checked
JunoAI's Friday number checked, pushed back or set aside before the call.
Flaws handled
Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
Legal involved
Legal copied in before the call, or Kenji asked.

Each person's route

Aisha RahmanSent: Go live with limits. Strong process, good outcome.

The decisions, in order

  1. Before opening anything: leaning towards "Hold Friday".
  2. Framed the decision as: "My decision: ResolveAI's reach after Friday. Not the date".
  3. Flagged the replies-after-resolved tile.
  4. Opened the full dashboard (1 h).
  5. Opened Finance's note (1 h), which JunoAI's Friday number rests on.
  6. Pushed back on JunoAI's Friday number.
  7. Opened the rollout order (1 h), which JunoAI's phasing and Legal copy line rest on.
  8. Used JunoAI's phasing.
  9. Used JunoAI's human sample.
  10. Opened Arnel's memo (1 h), which JunoAI's human sample rests on.
  11. Opened Kenji's brief (1 h), which JunoAI's notice line and refund routing rest on.
  12. Flagged the date on JunoAI's regulatory table.
  13. Asked Kenji Watanabe: Is there anything Legal needs before go-live?
  14. Pushed back on JunoAI's notice line.
  15. Flagged the reopened-cases tile.
  16. Set aside JunoAI's reopened-cases stop rule.
  17. Asked Siti Rahmah: What happens in Marisol on Friday?
  18. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  19. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  20. Set: Arnel's team holds unusual case types. ResolveAI has not seen them, and a wrong closure leaves the customer to chase it.
  21. Set: Finance redoes the saving before it reaches the board, which would otherwise plan the year on S$1.8 million.
  22. Set: Marisol refunds above S$500 need a person's sign-off, because a wrong one is money Northwind does not get back.
  23. Set: File the Kaldera notice first, or Kaldera's regulator can open an investigation into Northwind.
  24. Copied in Kenji Watanabe before the decision.
  25. Copied in Daniel Chua before the decision.
  26. Copied in Siti Rahmah before the decision.
  27. Named Daniel Chua accountable for closed cases.
  28. Said 4 of 5 sure.
  29. Sent: "Go live with limits", with 6 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.
  • Left Kavitha's complaint unopened.
  • Left Siti's Marisol report unopened.

How the case's rules read it

  • Met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: Kaldera started after the notice and the review; the board took the number. A person phoned Kavitha Raj in week three. Her S$289 arrived on the Tuesday. Kenji filed the Kaldera notice the day he had the order. Kaldera started after the four-week review.

In this run, the process was strong. The outcome was good. The case's name for this is an earned success.

Benjamin KohSent: Go live with limits. Strong process, bad outcome.

The decisions, in order

  1. Before opening anything: leaning towards "Hold Friday".
  2. Framed the decision as: "My decision: ResolveAI's reach after Friday. Not the date".
  3. Pushed back on JunoAI's phasing.
  4. Flagged the replies-after-resolved tile.
  5. Opened the full dashboard (1 h).
  6. Opened Finance's note (1 h), which JunoAI's Friday number rests on.
  7. Pushed back on JunoAI's Friday number.
  8. Opened the rollout order (1 h), which JunoAI's phasing, Legal copy line and dated delay rest on.
  9. Used JunoAI's human sample.
  10. Opened Arnel's memo (1 h), which JunoAI's human sample rests on.
  11. Opened Kenji's brief (1 h), which JunoAI's notice line and refund routing rest on.
  12. Flagged the date on JunoAI's regulatory table.
  13. Asked Kenji Watanabe: Is there anything Legal needs before go-live?
  14. Pushed back on JunoAI's notice line.
  15. Flagged the reopened-cases tile.
  16. Set aside JunoAI's reopened-cases stop rule.
  17. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  18. Set: Arnel's team holds unusual case types. ResolveAI has not seen them, and a wrong closure leaves the customer to chase it.
  19. Set: Finance redoes the saving before it reaches the board, which would otherwise plan the year on S$1.8 million.
  20. Set: Marisol refunds above S$500 need a person's sign-off, because a wrong one is money Northwind does not get back.
  21. Set: File the Kaldera notice first, or Kaldera's regulator can open an investigation into Northwind.
  22. Copied in Kenji Watanabe before the decision.
  23. Copied in Daniel Chua before the decision.
  24. Copied in Siti Rahmah before the decision.
  25. Named Daniel Chua accountable for closed cases.
  26. Said 4 of 5 sure.
  27. Sent: "Go live with limits", with 5 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.
  • Left Kavitha's complaint unopened.
  • Left Siti's Marisol report unopened.

How the case's rules read it

  • Met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; the board took the number. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you. A person phoned Kavitha Raj in week three. Her S$289 arrived on the Tuesday.

In this run, the process was strong. The outcome was bad. A case type outside the pilot mix arrived in volume. The case's name for this is a defensible loss.

Chloe WongSent: Go live Friday. Weak process, bad outcome.

The decisions, in order

  1. Used JunoAI's Friday number.
  2. Used JunoAI's phasing.
  3. Used JunoAI's human sample.
  4. Used JunoAI's handback note.
  5. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  6. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  7. Sent: "Go live Friday", with 2 limits, at hour 0 of 7.

Left alone

  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; year one came in well under the number. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. Year one came in under 60% of the number the board holds. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. The case's name for this is an avoidable failure.

Darren NgSent: Hold Friday. Weak process, bad outcome.

The decisions, in order

  1. Pushed back on JunoAI's Friday number.
  2. Pushed back on JunoAI's phasing.
  3. Pushed back on JunoAI's human sample.
  4. Pushed back on JunoAI's notice line.
  5. Pushed back on JunoAI's refund routing.
  6. Pushed back on JunoAI's Legal copy line.
  7. Pushed back on JunoAI's handback note.
  8. Sent: "Hold Friday", with 0 limits, at hour 1 of 7.

Left alone

  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: a new kind of case closed in the pilot queue; the board took the number. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads. The pilot kept running as before. A new kind of case closed before anyone in the pilot queue had a reason to look.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type nobody expected arrived. What would have held it: A 5% human sample. It was on offer and not set. A stop rule on replies after 'resolved'. On offer from the full dashboard, Arnel's answer, a flag on the reopened-cases tile or a flag on the replies-after-resolved tile. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Elaine TeoSent: Hold Friday. Weak process, bad outcome.

The decisions, in order

  1. Pushed back on JunoAI's Friday number.
  2. Pushed back on JunoAI's phasing.
  3. Pushed back on JunoAI's human sample.
  4. Pushed back on JunoAI's notice line.
  5. Pushed back on JunoAI's refund routing.
  6. Pushed back on JunoAI's Legal copy line.
  7. Opened the full dashboard (1 h).
  8. Pushed back on JunoAI's handback note.
  9. Sent: "Hold Friday", with 0 limits, at hour 2 of 7.

Left alone

  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: a new kind of case closed in the pilot queue; year one came in well under the number. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads. The pilot kept running as before. A new kind of case closed before anyone in the pilot queue had a reason to look.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type nobody expected arrived. A new case slipped through the pilot. Year one came in under 60% of the number the board holds. What would have held it: A 5% human sample. It was on offer and not set. A stop rule on replies after 'resolved'. It was on offer and not set. Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. The case's name for this is an avoidable failure.

Faizal IsmailSent: Hold Friday. Weak process, bad outcome.

The decisions, in order

  1. Opened the full dashboard (1 h).
  2. Opened Finance's note (1 h), which JunoAI's Friday number rests on.
  3. Opened Kavitha's complaint (1 h).
  4. Opened the rollout order (1 h), which JunoAI's phasing, Legal copy line and dated delay rest on.
  5. Opened Siti's Marisol report (1 h), which JunoAI's refund routing rests on.
  6. Opened Arnel's memo (1 h), which JunoAI's human sample rests on.
  7. Opened Kenji's brief (1 h), which JunoAI's notice line rests on.
  8. Sent: "Hold Friday", with 0 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's notice line.
  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's reopened-cases stop rule.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.

How the case's rules read it

  • Met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Not met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: a new kind of case closed in the pilot queue; the board took the number. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads. The pilot kept running as before. A new kind of case closed before anyone in the pilot queue had a reason to look.

In this run, the process was weak. A flaw that was found was not handled. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. What would have held it: Arnel's team holds unusual cases. It was on offer and not set. The case's name for this is an avoidable failure.

Gerald TaySent: Hand it to Grace. Weak process, bad outcome.

The decisions, in order

  1. Copied in Kenji Watanabe before the decision.
  2. Copied in Daniel Chua before the decision.
  3. Copied in Siti Rahmah before the decision.
  4. Copied in Marcus Lee before the decision.
  5. Copied in Joaquin Cruz before the decision.
  6. Copied in Grace Lim before the decision.
  7. Sent: "Hand it to Grace", with 0 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; year one came in well under the number. Grace went with JunoAI's Friday plan. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. The outcome was bad. A case type outside the pilot mix arrived in volume. A case type nobody expected arrived. A Marisol refund was approved in error. Year one came in under 60% of the number the board holds. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. A 5% human sample. It was on offer and not set. A stop rule on replies after 'resolved'. On offer from the full dashboard, Arnel's answer, a flag on the reopened-cases tile or a flag on the replies-after-resolved tile. None of those was opened, asked or flagged this Friday. A person on Marisol refunds over S$500. On offer from JunoAI's advice, Siti's Marisol report, Kenji's brief or Siti's answer. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Hui Min OngSent: Let Friday pass. Weak process, bad outcome.

The decisions, in order

  1. Sent: "Let Friday pass", with 0 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; the board took the number. Nobody owned the Friday decision. Grace went ahead on JunoAI's plan. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. A case type nobody expected arrived. Kaldera's regulator started an investigation. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. A 5% human sample. It was on offer and not set. A stop rule on replies after 'resolved'. On offer from the full dashboard, Arnel's answer, a flag on the reopened-cases tile or a flag on the replies-after-resolved tile. None of those was opened, asked or flagged this Friday. The Kaldera notice first. On offer from Kenji's brief or Kenji's answer. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Irfan HakimSent: Go live Friday. Weak process, bad outcome.

The decisions, in order

  1. Used JunoAI's Friday number.
  2. Sent: "Go live Friday", with 0 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; the board took the number. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you. A second case type nobody expected arrived in month two. It closed wrongly for six weeks.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. A case type nobody expected arrived. Kaldera's regulator started an investigation. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. A 5% human sample. It was on offer and not set. A stop rule on replies after 'resolved'. On offer from the full dashboard, Arnel's answer, a flag on the reopened-cases tile or a flag on the replies-after-resolved tile. None of those was opened, asked or flagged this Friday. The Kaldera notice first. On offer from Kenji's brief or Kenji's answer. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Jasmine LowSent: Go live with limits. Weak process, bad outcome.

The decisions, in order

  1. Used JunoAI's Friday number.
  2. Used JunoAI's phasing.
  3. Used JunoAI's human sample.
  4. Used JunoAI's handback note.
  5. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  6. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  7. Set: ResolveAI closes a case alone only when it is confident of its answer. A person closes the rest.
  8. Set: Pause any market where reopened cases pass 2% in a week, because a rise in reopened cases is the first sign of wrong closures.
  9. Sent: "Go live with limits", with 4 limits, at hour 0 of 7.

Left alone

  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the sample caught part of a new case type; year one came in well under the number. Week three's sample turned up 40 closed cases that should not have been. The case type kept arriving. The sample catches one in twenty. Reopened cases stayed at 0.0%, so the stop rule never fired.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. Year one came in under 60% of the number the board holds. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. The case's name for this is an avoidable failure.

Karthik IyerSent: Go live with limits. Weak process, good outcome.

The decisions, in order

  1. Asked JunoAI: What is the S$1.8 million based on?
  2. Asked JunoAI: Why Friday?
  3. Asked Priya Nair: What would make you sign the number?
  4. Asked Siti Rahmah: What happens in Marisol on Friday?
  5. Asked Daniel Chua: What does the AI-use policy require?
  6. Asked Kenji Watanabe: Is there anything Legal needs before go-live?
  7. Asked Arnel Santos: What does 'reopened 0.0%' mean?
  8. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  9. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  10. Set: ResolveAI closes a case alone only when it is confident of its answer. A person closes the rest.
  11. Set: Finance redoes the saving before it reaches the board, which would otherwise plan the year on S$1.8 million.
  12. Set: Marisol refunds above S$500 need a person's sign-off, because a wrong one is money Northwind does not get back.
  13. Set: File the Kaldera notice first, or Kaldera's regulator can open an investigation into Northwind.
  14. Set: Kenji approves each market before it goes live, in case it has its own rule on automated decisions.
  15. Set: Pause any market where reopened cases pass 2% in a week, because a rise in reopened cases is the first sign of wrong closures.
  16. Set: Arnel's team watches replies after 'resolved'. A market pauses if they pass 20% a week: a reply often means the case was not resolved.
  17. Sent: "Go live with limits", with 9 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's notice line.
  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's reopened-cases stop rule.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the sample caught a case type nobody expected; the board took the number. A second case type nobody expected arrived in month two. The sample caught it in week three. A person phoned Kavitha Raj in week three. Her S$289 arrived on the Tuesday.

In this run, the process was weak. Fewer than two files were opened. JunoAI's Friday number was not checked. The outcome was good. The case's name for this is a lucky success.

Li Na ZhouSent: Go live with limits. Weak process, bad outcome.

The decisions, in order

  1. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  2. Set: ResolveAI closes a case alone only when it is confident of its answer. A person closes the rest.
  3. Set: Pause any market where reopened cases pass 2% in a week, because a rise in reopened cases is the first sign of wrong closures.
  4. Copied in Kenji Watanabe before the decision.
  5. Copied in Daniel Chua before the decision.
  6. Copied in Siti Rahmah before the decision.
  7. Copied in Marcus Lee before the decision.
  8. Copied in Joaquin Cruz before the decision.
  9. Copied in Grace Lim before the decision.
  10. Named Daniel Chua accountable for closed cases.
  11. Sent: "Go live with limits", with 3 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; year one came in well under the number. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you. A second case type nobody expected arrived in month two. The sample caught it in week three.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. The outcome was bad. A case type outside the pilot mix arrived in volume. A Marisol refund was approved in error. Year one came in under 60% of the number the board holds. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. A person on Marisol refunds over S$500. On offer from JunoAI's advice, Siti's Marisol report, Kenji's brief or Siti's answer. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Mohan DasSent: Go live with limits. Strong process, good outcome.

The decisions, in order

  1. Before opening anything: leaning towards "Hold Friday".
  2. Framed the decision as: "My decision: ResolveAI's reach after Friday. Not the date".
  3. Flagged the replies-after-resolved tile.
  4. Opened the full dashboard (1 h).
  5. Opened Finance's note (1 h), which JunoAI's Friday number rests on.
  6. Pushed back on JunoAI's Friday number.
  7. Opened the rollout order (1 h), which JunoAI's phasing and Legal copy line rest on.
  8. Used JunoAI's phasing.
  9. Used JunoAI's human sample.
  10. Opened Arnel's memo (1 h), which JunoAI's human sample rests on.
  11. Opened Kenji's brief (1 h), which JunoAI's notice line and refund routing rest on.
  12. Flagged the date on JunoAI's regulatory table.
  13. Asked Kenji Watanabe: Is there anything Legal needs before go-live?
  14. Pushed back on JunoAI's notice line.
  15. Flagged the reopened-cases tile.
  16. Set aside JunoAI's reopened-cases stop rule.
  17. Asked Siti Rahmah: What happens in Marisol on Friday?
  18. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  19. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  20. Set: Arnel's team holds unusual case types. ResolveAI has not seen them, and a wrong closure leaves the customer to chase it.
  21. Set: Finance redoes the saving before it reaches the board, which would otherwise plan the year on S$1.8 million.
  22. Set: Marisol refunds above S$500 need a person's sign-off, because a wrong one is money Northwind does not get back.
  23. Set: File the Kaldera notice first, or Kaldera's regulator can open an investigation into Northwind.
  24. Copied in Kenji Watanabe before the decision.
  25. Copied in Daniel Chua before the decision.
  26. Copied in Siti Rahmah before the decision.
  27. Named Daniel Chua accountable for closed cases.
  28. Said 4 of 5 sure.
  29. Sent: "Go live with limits", with 6 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.
  • Left Kavitha's complaint unopened.
  • Left Siti's Marisol report unopened.

How the case's rules read it

  • Met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: Arnel's team held 310 cases; the board took the number. The new case type arrived in week five. Arnel's team took 310 cases the system would have closed. A person phoned Kavitha Raj in week three. Her S$289 arrived on the Tuesday.

In this run, the process was strong. The outcome was good. The case's name for this is an earned success.

Nurul AzizSent: Go live with limits. Strong process, bad outcome.

The decisions, in order

  1. Before opening anything: leaning towards "Hold Friday".
  2. Framed the decision as: "My decision: ResolveAI's reach after Friday. Not the date".
  3. Pushed back on JunoAI's phasing.
  4. Flagged the replies-after-resolved tile.
  5. Opened the full dashboard (1 h).
  6. Opened Finance's note (1 h), which JunoAI's Friday number rests on.
  7. Pushed back on JunoAI's Friday number.
  8. Opened the rollout order (1 h), which JunoAI's phasing, Legal copy line and dated delay rest on.
  9. Used JunoAI's human sample.
  10. Opened Arnel's memo (1 h), which JunoAI's human sample rests on.
  11. Opened Kenji's brief (1 h), which JunoAI's notice line and refund routing rest on.
  12. Flagged the date on JunoAI's regulatory table.
  13. Asked Kenji Watanabe: Is there anything Legal needs before go-live?
  14. Pushed back on JunoAI's notice line.
  15. Flagged the reopened-cases tile.
  16. Set aside JunoAI's reopened-cases stop rule.
  17. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  18. Set: Arnel's team holds unusual case types. ResolveAI has not seen them, and a wrong closure leaves the customer to chase it.
  19. Set: Finance redoes the saving before it reaches the board, which would otherwise plan the year on S$1.8 million.
  20. Set: Marisol refunds above S$500 need a person's sign-off, because a wrong one is money Northwind does not get back.
  21. Set: File the Kaldera notice first, or Kaldera's regulator can open an investigation into Northwind.
  22. Copied in Kenji Watanabe before the decision.
  23. Copied in Daniel Chua before the decision.
  24. Copied in Siti Rahmah before the decision.
  25. Named Daniel Chua accountable for closed cases.
  26. Said 4 of 5 sure.
  27. Sent: "Go live with limits", with 5 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.
  • Left Kavitha's complaint unopened.
  • Left Siti's Marisol report unopened.

How the case's rules read it

  • Met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; the board took the number. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you. A second case type nobody expected arrived in month two. The sample caught it in week three.

In this run, the process was strong. The outcome was bad. A case type outside the pilot mix arrived in volume. The case's name for this is a defensible loss.

Owen LeeSent: Go live Friday. Weak process, good outcome.

The decisions, in order

  1. Used JunoAI's Friday number.
  2. Used JunoAI's phasing.
  3. Used JunoAI's human sample.
  4. Used JunoAI's handback note.
  5. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  6. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  7. Sent: "Go live Friday", with 2 limits, at hour 0 of 7.

Left alone

  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the board took the number. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads. The board still has S$1.8 million.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was good. The case's name for this is a lucky success.

Pei Shan GohSent: Hold Friday. Weak process, bad outcome.

The decisions, in order

  1. Pushed back on JunoAI's Friday number.
  2. Pushed back on JunoAI's phasing.
  3. Pushed back on JunoAI's human sample.
  4. Pushed back on JunoAI's notice line.
  5. Pushed back on JunoAI's refund routing.
  6. Pushed back on JunoAI's Legal copy line.
  7. Pushed back on JunoAI's handback note.
  8. Sent: "Hold Friday", with 0 limits, at hour 1 of 7.

Left alone

  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: a new kind of case closed in the pilot queue; year one came in well under the number. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads. The pilot kept running as before. A new kind of case closed before anyone in the pilot queue had a reason to look.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. Year one came in under 60% of the number the board holds. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. The case's name for this is an avoidable failure.

Rachel ChanSent: Hold Friday. Weak process, bad outcome.

The decisions, in order

  1. Pushed back on JunoAI's Friday number.
  2. Pushed back on JunoAI's phasing.
  3. Pushed back on JunoAI's human sample.
  4. Pushed back on JunoAI's notice line.
  5. Pushed back on JunoAI's refund routing.
  6. Pushed back on JunoAI's Legal copy line.
  7. Opened the full dashboard (1 h).
  8. Pushed back on JunoAI's handback note.
  9. Sent: "Hold Friday", with 0 limits, at hour 2 of 7.

Left alone

  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: a new kind of case closed in the pilot queue; the board took the number. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads. The pilot kept running as before. A new kind of case closed before anyone in the pilot queue had a reason to look.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. The case's name for this is an avoidable failure.

Sanjay MenonSent: Hold Friday. Weak process, bad outcome.

The decisions, in order

  1. Opened the full dashboard (1 h).
  2. Opened Finance's note (1 h), which JunoAI's Friday number rests on.
  3. Opened Kavitha's complaint (1 h).
  4. Opened the rollout order (1 h), which JunoAI's phasing, Legal copy line and dated delay rest on.
  5. Opened Siti's Marisol report (1 h), which JunoAI's refund routing rests on.
  6. Opened Arnel's memo (1 h), which JunoAI's human sample rests on.
  7. Opened Kenji's brief (1 h), which JunoAI's notice line rests on.
  8. Sent: "Hold Friday", with 0 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's notice line.
  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's reopened-cases stop rule.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.

How the case's rules read it

  • Met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Not met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: a new kind of case closed in the pilot queue; the board took the number. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads. The pilot kept running as before. A new kind of case closed before anyone in the pilot queue had a reason to look.

In this run, the process was weak. A flaw that was found was not handled. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. A new case slipped through the pilot. What would have held it: Arnel's team holds unusual cases. It was on offer and not set. A 5% human sample. It was on offer and not set. The case's name for this is an avoidable failure.

Shu Fen SimSent: Go live with limits. Weak process, bad outcome.

The decisions, in order

  1. Used JunoAI's Friday number.
  2. Used JunoAI's phasing.
  3. Used JunoAI's human sample.
  4. Used JunoAI's handback note.
  5. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  6. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  7. Set: ResolveAI closes a case alone only when it is confident of its answer. A person closes the rest.
  8. Set: Pause any market where reopened cases pass 2% in a week, because a rise in reopened cases is the first sign of wrong closures.
  9. Sent: "Go live with limits", with 4 limits, at hour 0 of 7.

Left alone

  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: Kaldera is suspended; year one came in well under the number. A person phoned Kavitha Raj in week three. Her S$289 arrived on the Tuesday. On 3 November the Kaldera regulator started an investigation. No notice had been filed. Kaldera is suspended.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was bad. Kaldera's regulator started an investigation. Year one came in under 60% of the number the board holds. What would have held it: The Kaldera notice first. On offer from Kenji's brief or Kenji's answer. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Tan Wei JieSent: Hand it to Grace. Weak process, good outcome.

The decisions, in order

  1. Copied in Kenji Watanabe before the decision.
  2. Copied in Daniel Chua before the decision.
  3. Copied in Siti Rahmah before the decision.
  4. Copied in Marcus Lee before the decision.
  5. Copied in Joaquin Cruz before the decision.
  6. Copied in Grace Lim before the decision.
  7. Sent: "Hand it to Grace", with 0 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: Grace went with JunoAI's plan; the board took the number. Grace went with JunoAI's Friday plan. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. The outcome was good. The case's name for this is a lucky success.

Uma PillaiSent: Let Friday pass. Weak process, bad outcome.

The decisions, in order

  1. Sent: "Let Friday pass", with 0 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: Kaldera is suspended; the board took the number. Nobody owned the Friday decision. Grace went ahead on JunoAI's plan. Kavitha Raj's case still reads resolved. Her replies are in the mailbox nobody reads.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was bad. Kaldera's regulator started an investigation. A Marisol refund was approved in error. What would have held it: The Kaldera notice first. On offer from Kenji's brief or Kenji's answer. None of those was opened, asked or flagged this Friday. A person on Marisol refunds over S$500. On offer from JunoAI's advice, Siti's Marisol report, Kenji's brief or Siti's answer. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Vincent HoSent: Go live Friday. Weak process, bad outcome.

The decisions, in order

  1. Used JunoAI's Friday number.
  2. Sent: "Go live Friday", with 0 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Not met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: the new case type ran past Arnel's team in Marisol; the board took the number. The new case type arrived in all five markets in week five. Arnel's team held Tamarind and Orana. Marisol's volume ran past them. Grace heard from a Marisol customer before she heard from you. A second case type nobody expected arrived in month two. It closed wrongly for six weeks.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. Legal was not copied in and Kenji was not asked. The outcome was bad. A case type outside the pilot mix arrived in volume. A case type nobody expected arrived. Kaldera's regulator started an investigation. A Marisol refund was approved in error. What would have held it: Arnel's team holds unusual cases. On offer from Arnel's memo, which was not opened. A 5% human sample. It was on offer and not set. A stop rule on replies after 'resolved'. On offer from the full dashboard, Arnel's answer, a flag on the reopened-cases tile or a flag on the replies-after-resolved tile. None of those was opened, asked or flagged this Friday. The Kaldera notice first. On offer from Kenji's brief or Kenji's answer. None of those was opened, asked or flagged this Friday. A person on Marisol refunds over S$500. On offer from JunoAI's advice, Siti's Marisol report, Kenji's brief or Siti's answer. None of those was opened, asked or flagged this Friday. The case's name for this is an avoidable failure.

Xavier CruzSent: Go live with limits. Weak process, good outcome.

The decisions, in order

  1. Asked JunoAI: What is the S$1.8 million based on?
  2. Asked JunoAI: Why Friday?
  3. Asked Priya Nair: What would make you sign the number?
  4. Asked Siti Rahmah: What happens in Marisol on Friday?
  5. Asked Daniel Chua: What does the AI-use policy require?
  6. Asked Kenji Watanabe: Is there anything Legal needs before go-live?
  7. Asked Arnel Santos: What does 'reopened 0.0%' mean?
  8. Set: Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
  9. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  10. Set: ResolveAI closes a case alone only when it is confident of its answer. A person closes the rest.
  11. Set: Finance redoes the saving before it reaches the board, which would otherwise plan the year on S$1.8 million.
  12. Set: Marisol refunds above S$500 need a person's sign-off, because a wrong one is money Northwind does not get back.
  13. Set: File the Kaldera notice first, or Kaldera's regulator can open an investigation into Northwind.
  14. Set: Kenji approves each market before it goes live, in case it has its own rule on automated decisions.
  15. Set: Pause any market where reopened cases pass 2% in a week, because a rise in reopened cases is the first sign of wrong closures.
  16. Set: Arnel's team watches replies after 'resolved'. A market pauses if they pass 20% a week: a reply often means the case was not resolved.
  17. Sent: "Go live with limits", with 9 limits, at hour 7 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's notice line.
  • No reply to JunoAI's refund routing.
  • No reply to JunoAI's Legal copy line.
  • No reply to JunoAI's reopened-cases stop rule.
  • No reply to JunoAI's dated delay.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: Kaldera started after the notice and the review; the board took the number. A person phoned Kavitha Raj in week three. Her S$289 arrived on the Tuesday. Kenji filed the Kaldera notice the day he had the order. Kaldera started after the four-week review.

In this run, the process was weak. Fewer than two files were opened. JunoAI's Friday number was not checked. The outcome was good. The case's name for this is a lucky success.

Yuki TanakaSent: Go live with limits. Weak process, good outcome.

The decisions, in order

  1. Set: A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
  2. Set: ResolveAI closes a case alone only when it is confident of its answer. A person closes the rest.
  3. Set: Pause any market where reopened cases pass 2% in a week, because a rise in reopened cases is the first sign of wrong closures.
  4. Copied in Kenji Watanabe before the decision.
  5. Copied in Daniel Chua before the decision.
  6. Copied in Siti Rahmah before the decision.
  7. Copied in Marcus Lee before the decision.
  8. Copied in Joaquin Cruz before the decision.
  9. Copied in Grace Lim before the decision.
  10. Named Daniel Chua accountable for closed cases.
  11. Sent: "Go live with limits", with 3 limits, at hour 0 of 7.

Left alone

  • No reply to JunoAI's Friday number.
  • No reply to JunoAI's phasing.
  • No reply to JunoAI's human sample.
  • No reply to JunoAI's handback note.
  • Left the full dashboard unopened.
  • Left Finance's note unopened.
  • Left Kavitha's complaint unopened.
  • Left the rollout order unopened.
  • Left Siti's Marisol report unopened.
  • Left Arnel's memo unopened.
  • Left Kenji's brief unopened.

How the case's rules read it

  • Not met. Files read: At least two files opened before the call.
  • Not met. Another view sought: At least one colleague asked, or one file from a colleague who disagrees opened.
  • Not met. Friday number checked: JunoAI's Friday number checked, pushed back or set aside before the call.
  • Met. Flaws handled: Every flaw found before the call was handled before the call. Found means its cue flagged, or a file it rests on opened. Handled means pushed back on, set aside, a limit set on it, or its owner copied in.
  • Met. Legal involved: Legal copied in before the call, or Kenji asked.

What followed

Three months later: Kaldera started after Legal's review; the board took the number. A person phoned Kavitha Raj in week three. Her S$289 arrived on the Tuesday. Kenji filed the Kaldera notice the day he had your note, then held Kaldera four weeks for his own review.

In this run, the process was weak. Fewer than two files were opened. No colleague was asked and no file from a colleague who disagrees was opened. JunoAI's Friday number was not checked. The outcome was good. The case's name for this is a lucky success.

Using it with a person

Each route is written as the person's own record reads, to them. It shows one rehearsed case; set it beside what you see of their work.

3The pattern

In these synthetic runs, most items that looked wrong on the desk were left unflagged: 12 of 60 were flagged, across 24 synthetic runs.

The pattern sentence is chosen by rules written before any result was read. It appears only when the whole likely range is past the rule's cut-off. The debrief opens on it.

Behaviour in this mission only. It says what was done, not why. The case put its cues on screen, so the counts show what was done with them in a rehearsal, not anyone's habits at work.

4What the room sent

Count of people, each with its likely range
What was countedCountLikely range, as a barLikely range
Go live with the limits below 10 of 24 24 to 61 in 100
Hold Friday and keep the pilot running 6 of 24 12 to 45 in 100
Go live Friday as JunoAI proposed 4 of 24 7 to 36 in 100
Hand the decision to Grace, with my recommendation below fewer than 3 of 24 0 to 26 in 100
Send nothing. Let Friday pass fewer than 3 of 24 0 to 26 in 100
Stop the rollout and end the pilot fewer than 3 of 24 0 to 26 in 100

Several decisions are reasonable on this case. The case reads a decision by the route behind it, not by the decision alone: section 8 sets process beside outcome.

5How the room used JunoAI's advice

What was done with JunoAI's work
What was countedCountLikely range, as a barLikely range
JunoAI's flawed advice used 6 of 44 flawed pieces offered 5 to 32 in 100
JunoAI's flawed advice pushed back on or set aside 20 of 44 flawed pieces offered 28 to 65 in 100
JunoAI's sound advice pushed back on or set aside 22 of 104 sound pieces offered 9 to 41 in 100

The case knows which parts of JunoAI's work were sound and which were flawed. That is why this count can say whether pushing back was warranted, which an override log cannot.

6What was checked before the decision

On the desk
What was countedCountLikely range, as a barLikely range
Items that looked wrong, flagged 12 of 60 flaggable items on the desk 9 to 40 in 100
Decisions made with the flaw's owner copied in or asked 10 of 24 24 to 61 in 100
Decisions that named someone accountable for closed cases 6 of 24 12 to 45 in 100
Decisions sent before Friday passed more than 21 of 24 74 to 100 in 100
Files opened, by runs
What was countedCountLikely range, as a barLikely range
Grace's message fewer than 3 of 24 0 to 26 in 100
The full dashboard 8 of 24 18 to 53 in 100
Finance's note 6 of 24 12 to 45 in 100
Kavitha's complaint fewer than 3 of 24 0 to 26 in 100
The rollout order 6 of 24 12 to 45 in 100
Siti's Marisol report fewer than 3 of 24 0 to 26 in 100
Arnel's memo 6 of 24 12 to 45 in 100
Kenji's brief 6 of 24 12 to 45 in 100
People asked, by runs
What was countedCountLikely range, as a barLikely range
JunoAI asked fewer than 3 of 24 0 to 26 in 100
Priya Nair asked fewer than 3 of 24 0 to 26 in 100
Siti Rahmah asked 4 of 24 7 to 36 in 100
Daniel Chua asked fewer than 3 of 24 0 to 26 in 100
Kenji Watanabe asked 6 of 24 12 to 45 in 100
Arnel Santos asked fewer than 3 of 24 0 to 26 in 100
Copied in before it went, by runs
What was countedCountLikely range, as a barLikely range
Kenji Watanabe copied in 8 of 24 18 to 53 in 100
Daniel Chua copied in 8 of 24 18 to 53 in 100
Siti Rahmah copied in 8 of 24 18 to 53 in 100
Marcus Lee copied in 4 of 24 7 to 36 in 100
Joaquin Cruz copied in 4 of 24 7 to 36 in 100
Grace Lim copied in 4 of 24 7 to 36 in 100
Named accountable
What was countedCountLikely range, as a barLikely range
Themselves fewer than 3 of 24 0 to 26 in 100
Daniel Chua 6 of 24 12 to 45 in 100
Arnel Santos fewer than 3 of 24 0 to 26 in 100
Siti Rahmah fewer than 3 of 24 0 to 26 in 100
Nobody named 18 of 24 55 to 88 in 100

These are the checks a manager can take back to their own desk: which files were opened, who was asked, who heard before it went.

7Limits set

Set before the decision went, by runs
What was countedCountLikely range, as a barLikely range
Phased markets 8 of 24 18 to 53 in 100
A 5% human sample 12 of 24 31 to 69 in 100
Arnel's team holds unusual cases 4 of 24 7 to 36 in 100
A Finance recheck of the number 6 of 24 12 to 45 in 100
A person on Marisol refunds over S$500 6 of 24 12 to 45 in 100
The Kaldera notice first 6 of 24 12 to 45 in 100
A stop rule on reopened cases 6 of 24 12 to 45 in 100
A stop rule on replies after 'resolved' fewer than 3 of 24 0 to 26 in 100
A confidence floor for closing alone 6 of 24 12 to 45 in 100
Kenji's approval on each market fewer than 3 of 24 0 to 26 in 100
A stop rule on customer satisfaction fewer than 3 of 24 0 to 26 in 100
What each one says
Phased markets
Tamarind and Orana go live first; the other markets wait four weeks. Their case mix is not the pilot's, and customers with unusual cases would get wrong closures.
A 5% human sample
A person reviews a 5% weekly sample of closed cases, mostly unusual types, because nobody reads a case once ResolveAI closes it.
Arnel's team holds unusual cases
Arnel's team holds unusual case types. ResolveAI has not seen them, and a wrong closure leaves the customer to chase it.
A Finance recheck of the number
Finance redoes the saving before it reaches the board, which would otherwise plan the year on S$1.8 million.
A person on Marisol refunds over S$500
Marisol refunds above S$500 need a person's sign-off, because a wrong one is money Northwind does not get back.
The Kaldera notice first
File the Kaldera notice first, or Kaldera's regulator can open an investigation into Northwind.
A stop rule on reopened cases
Pause any market where reopened cases pass 2% in a week, because a rise in reopened cases is the first sign of wrong closures.
A stop rule on replies after 'resolved'
Arnel's team watches replies after 'resolved'. A market pauses if they pass 20% a week: a reply often means the case was not resolved.
A confidence floor for closing alone
ResolveAI closes a case alone only when it is confident of its answer. A person closes the rest.
Kenji's approval on each market
Kenji approves each market before it goes live, in case it has its own rule on automated decisions.
A stop rule on customer satisfaction
Daniel's team watches customer satisfaction, and a market pauses if it falls below 4.0 in a week.

Each person's route in section 2 shows what their limits held in the months that followed, and what one more limit would have held.

8Process and outcome, in these runs

Process and outcome, each on its own
What was countedCountLikely range, as a barLikely range
Strong process 4 of 24 7 to 36 in 100
Weak process 20 of 24 64 to 93 in 100
Good outcome 7 of 24 15 to 49 in 100
Bad outcome 17 of 24 51 to 85 in 100

The four-way split is not shown: at least one of its four counts is below 3 or within 3 of the total, and a reader could work it out from the other three.

Outcomes include chance. A strong process can still meet a bad outcome, and a weak one can get lucky. That gap is the point of the debrief.

9One change

Every person can replay their own case from one decision, with the same luck, and see what moved. For comparison, this is how StepSim's author played the same case:

The author flagged the replies tile. Opened the dashboard, Finance's note, the rollout order, Arnel's memo and Kenji's brief. Flagged the date on the regulatory table and asked Kenji about it. Asked Siti. Pushed back on JunoAI's Friday number and on the notice line. Kept JunoAI's phasing and the sample. Flagged the reopened tile and set aside the reopened-cases stop rule. Set the phase, the sample, the unusual-case owner, the Finance recheck, the refund gate and the Kaldera notice. Copied Kenji, Daniel and Siti in. Kenji files the Kaldera notice, and Daniel owns the AI-use policy. The rollout order has Marisol go live only on Siti's approval. Left the supplier and Kaldera's country manager out: the supplier works from the signed order, and the other country managers hear after Grace signs. Named Daniel accountable. Sent "go live with limits" at hour seven. The author reads a dated delay with the same limits, and a handback to Grace with the same recommendation, as equally strong. The author reads stop as strong when the memo and the notice were both on the desk. The author reads naming yourself or Arnel as equally defensible; the reading is that someone is named, not who.

The author's route is a reference, not the answer. Several routes through this case are equally strong.

10The debrief, as run

Questions for the room

  1. What did you open first, and what was on the desk that made you open it?
  2. Which of JunoAI's pieces did you use, and what would have changed your mind?
  3. Who was copied in before the decision went, and who heard afterwards?

The order

  1. Show the pattern sentence.
  2. Ask question 1, two answers.
  3. Ask question 2.
  4. End on question 3 and the process-and-outcome split: a strong process can meet a bad outcome.

11What the room named

At the end of the debrief the room names what it will check next in its own work. The facilitator writes those actions into the report in the room's own words.

Recorded on the day
Completion times, how useful the room found the debrief, and where people found the case unclear. Each comes from the session itself; this sample shows none of them.

12How to read this report