Spot Second-Order Effects
Identify likely second-order effects before choosing a policy, process, or product change.
Omie Support Operations A support team wants to cut average handle time by 20% because executives see rising labor cost per customer. Leadership adds a bonus for agents who close tickets faster than the monthly target. Handle time improves in two weeks, but ticket reopen rate climbs, complex customers churn more often, and senior agents spend more time repairing rushed answers. The system optimized the visible metric and pushed complexity downstream. First effect Agents close simpler tickets quickly and avoid long diagnostic conversations. The dashboard looks better. Second effect Customers with messy problems receive partial answers. Reopens increase, trust drops,…
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