I first heard the phrase “operational capacity” used properly at Amazon, in a planning meeting about peak season staffing. Someone asked how many extra people we needed for the run-up to the holidays, and instead of just answering with a number, the ops lead pulled up a chart showing what happened to quality scores every…
The simplest antidote to Decision Latency: find the decision that’s been waiting longest, own it, and make it. By the end of this week, you should have made one decision that has been waiting longer than it should. Not the most complex decision in your business. Not the most strategic. The one that’s been waiting…
Operationally Speaking, Vol. 4 — A full breakdown of Decision Latency: what it is, what causes it, and how to fix it structurally. 📖 DEFINITION Decision Latency is the gap between when a decision could be made — when sufficient information is available and the decision is needed — and when it actually gets made….
