Look for Leverage, Not More Volume
Identify whether a proposed intervention changes a parameter, flow, rule, feedback loop, or goal.
If the same problem keeps returning, the system is being loyal to its structure. Parameters are visible Numbers, targets, staffing levels, and thresholds are easy to change. They are also easy to mistake for strategy because they create immediate movement. Feedback loops create behavior A feedback loop explains why the pattern returns. Fast closure can reduce backlog today while increasing reopen volume tomorrow. The system rewards what it measures. Rules shape rational action Rules decide what people do when trade-offs appear. A routing rule, escalation rule, or incentive rule can produce more change than a louder target. Goals sit deepest…
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