If You Remember Anything about Operational Decision Making, Remember These 3 Things
cheryl wilson 270003VHSH firstname.lastname@example.org | | Tags:  decision-automation business-process-manageme... business-rule-management operational-decisions decision-management business-rules business-decisions
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Here are the three things worth remembering when it comes to operational decision making:
I took these verbatim from a recent post on James Taylor’s blog, in which he highlights these important points from an article on operational decisions written by Ron Ross, Operational Business Decisions: Whose Decisions Are They Anyway? Both are short, good reads. James does a nice job of speaking in plain English and reducing information to the essentials.
Start with the decision. For those of us who spend many waking hours focused on business rule management, in one way or another, it’s a pleasure to listen to others discuss its power to improve the timing and quality of operational decision making, and share their best approaches, if not best practices. And I agree with James that a good approach to improving operational decisions using business rules is to “begin with the decision in mind.”
In my interpretation, this enables you to start small with measurable business results by focusing on those key decisions that are driving a critical process or application, such as claims processing or billing. In other words, target a process for improvement that's negatively affecting customer retention or acquisition because it’s not fast enough or smart enough. Understand, describe and automate (and govern) the decisions that your customers want you to make within that process, and you have a good chance of seeing some near-term ROI. In fact, I’d extend James’ line to “begin with the decisions in mind that your customers want you to make.”
For more information about business rules and operational decision making, click here.