Turn A Miss Into Learning

A claims-review pilot was expected to reduce review time by 20%, but it increased rework by 14% because exceptions were handled inconsistently. Expected -> Actual -> Assumption -> Signal -> Next Experiment The common trap is holding a meeting that sounds safe but ends with vague lessons like "align earlier" or "be more careful," which leaves the system unchanged. Compare expected and actual Expected: 20% faster review. Actual: 14% more rework and no cycle-time gain. A clear gap keeps the discussion anchored in evidence instead of feelings. Name the failed assumption The team assumed reviewers would recognize exceptions without a…

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