A manufacturer asks its bank for a $3 million increase in a working-capital line before a supplier’s pricing window closes. The relationship manager sees an established client and a time-sensitive opportunity. The application treats the request as another file to assemble. A decision engine uses the credit model’s output to route it to manual review. The underwriter asks for another forecast. Operations measures every handoff against its service level.
Everyone performs their function. The bank still answers too late.
The remedies sound obvious. Simplify the application. Improve the model. Remove steps from underwriting. Each may help. Yet a cleaner application can still lead to a poor credit decision, a more accurate model can produce a recommendation no one knows how to use, and a faster process can move uncertainty downstream.
Design thinking identifies the human problem worth solving. Decision science makes the choice, uncertainty, economics, and constraints explicit. Improvement science determines whether the change works reliably—and under which conditions.
Used together, the three disciplines improve the immediate decision and preserve the evidence needed to improve the next one.
Continue reading “Every Decision Should Make the Next One Better”