Turn a symptom into a SMART objective
Convert a vague business problem into a SMART objective that can drive options appraisal.
The messy start The phrase is "support is drowning." Finance hears cost. Customer success hears churn risk. Product hears defects. A tool proposal now would solve whichever problem the loudest person imagines. The objective has to come before the option set. Green Book sequence Rationale -> objective -> options A business case should first explain the case for change, then define the desired outcome, then compare ways to reach it. Tool first Fast but ambiguous The preferred option earns the decision because it meets the objective, not because it arrived first. Do not appraise options against a problem statement that…
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