Decision cycle time
03/30/2026 Decision Cycle Time The metric that replaces busy In operations, what you measure becomes what you manage. If you measure touches, teams will increase touches.If you measure documentation volume, teams will write more notes. But none of that guarantees resolution. High aging accounts move when decisions move. That is why Series 4 ends with […]
The Decision Log
03/27/2026 The Decision Log Track decisions not touches Most teams can tell you how many times they followed up. They can tell you how many calls were made.How many emails were sent.How many notes were entered. But when leadership asks, why are these accounts still stuck, the answer is often unclear. That is because touches […]