Make the first three decisions after a customer-visible defect escape.
Customer-visible escape A renewal quote was emailed with the wrong price. Thirty-one accounts may be affected, and the next automated quote batch runs in 46 minutes. The wrong first move either lets more defects escape or destroys the evidence needed to stop recurrence. Contain -> Evidence -> Gate The first-hour escape path Use PDCA under pressure: Plan the containment boundary, Do the temporary control, Check the evidence for causal patterns, and Act only after RCA supports the fix. Reflex Review everything manually until people feel safe. Customers are protected while the RCA stays evidence-based. Containment buys time; evidence makes the…
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