Build a PDSA Pilot Plan
Create a PDSA pilot plan with scope, metric, study method, and act decision.
The team wants to roll out a new escalation form to 80 support agents, but routing rules and required fields have never been tested with real cases. PDSA: Plan the smallest useful test, Do it with real users, Study evidence, Act by standardizing, revising, or stopping. The common trap is treating a successful demo record as proof that the workflow is ready for everyone. Plan Define the pilot: eight agents, three days, live but low-risk cases, and a success rule of 90% correct routing with fewer than two missing-field rescues. The plan makes success observable before anyone argues from vibes.…
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