Create a specific PDCA improvement commitment tied to one support-quality metric and one bounded test.
Run one small PDCA cycle on a support-quality metric you can observe this week. Choose a metric such as reopen rate, clarification back-and-forth after escalation, promise accuracy, or QA misses in one category, and pair it with a small test slice like one shift, one macro, or one ticket type. For my next PDCA test, I will plan one support-quality change on a narrow slice, run it for a defined window, and check one primary metric plus one qualitative signal before I decide to keep, revise, or discard it. I will write the exact metric, the test window, and the…
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