For many people in the world of non-tangible products (finance, IT, HR) Your Product is Decisions.
Make the process you use to make decisions consistent and you have a better chance, according to Daniel Kahneman.
- insurance adjusters assessing cases, with procedures: expected 5 – 10% variance but in fact there was 40 – 60% variance between them – even with a process
- less variation with knowledge workers if they use “1st answer is the algorithm”, and then you can use discretion (gives them volition)
- intuition is a great way to make a decision where the environment is stable and linear (chess, accounts receivable), but they must have the opportunity for training and feedback (deliberate practice)