Convert a process miss into a Plan-Do-Check-Act learning cycle.
A renewal-risk score change produced false negatives and one customer churned. Use PDCA to inspect the hypothesis and adjust the system instead of defending or reversing the change reflexively. The trap is to treat the miss as a referendum on the entire change. PDCA asks what the cycle taught and what should be adjusted next. Plan Expected result: earlier risk detection. Missing measure: acceptable false-negative rate by segment. A plan without a check metric creates vague disappointment. Do Rolled out to all accounts at once. The scale made learning expensive; a pilot would have contained risk. Check False negatives clustered…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in