1. This is a multi-pronged method
1.1. Constant reminders
1.1.1. from leaders
1.1.2. SMEs
1.1.2.1. Roles that may play: above Seniors
1.1.2.1.1. Operations Specialist
1.1.2.1.2. Principals
1.1.2.2. who coach this skill/mindset
1.1.2.3. Senior Reps
1.1.3. Trainers
1.1.4. Tenured culture influencing new folks
1.1.4.1. sometimes tenured folks need help as well.
2. What metrics are we hoping to impact?
2.1. fewer asks of leaders
2.2. how do we measure the staff's confidence in ambiguity?
2.3. reduce "spinning", anxiety about moving forward
2.3.1. this contributes to burn out, wellbeing is impacted if you are contantly feeling you can't make a good decision.
2.3.2. Reducing burnout
2.3.2.1. production goes down
2.3.2.2. unplanned time off, calling in sick
2.3.2.3. sometimes folks say it right out, "I'm not feeling great about this particular thing"
2.4. emplyee voice survey/culture amp: may see movement on a few questions - which ones?
2.4.1. wellbeing questions
2.4.2. feeling empowered
2.4.3. feeling engaged
2.5. Asking for direct feedback when we can - "Is life getting better for you around making decisions"
3. Maybe we invite a voice of customer group once we come up with an MVP
4. Idea as of 8/7
4.1. One micro-learning for a town hall
4.2. decision tree applicable to everyone
4.3. Team meetings to details specific decision nuances and impacts
4.3.1. each team would have critical, medium, low
5. This is for all of ARO
5.1. 80 or 100
6. Different teams may need different decision trees - Awareness of what factors are involved
6.1. TCE Team
6.2. Document Management
7. What information do I know, what do I not know
7.1. Current Resources
7.1.1. varies by team
7.1.2. job aids
7.1.3. SOWs
7.1.4. Trainers, Team Mates, SME
7.1.5. Mini Resources - quick breakdowns
7.1.6. Any source of data, CS, Perceptive, reports, SF,
7.1.7. Internal Partners, reaching out
7.1.8. Articulates, walkme, docebo
7.1.9. LinkedIn Learning, resources on Workday
7.1.10. Learner Communication Records from the past - holistic reviews
7.1.11. Previous learning, documented examples, previous standards
7.1.12. Team Channel, searching for similar asked questions
8. Overall Goal of the decision
8.1. and the risks associated with it
8.1.1. Types of risks
8.1.1.1. critical/bad failures
8.1.1.1.1. "Not willing to take this risk"
8.1.1.2. not the end of the world, would take time to clean up and fix
8.1.1.3. might go wrong, but it's fine
8.1.2. "What's the worst that could happen?"
8.1.3. "What's the frequency of this?"
8.1.4. Does this have a chain reaction, or is this an isolated risk?
8.1.5. Critical Risk: going against policy
8.1.6. Non Critical Risk: the learner calling back, having to contact Capella again
8.1.7. Spectrum of risk idea - from low risk to critical
8.2. Frequency/probability and magnitude
8.2.1. what's the probability? put it on a chart!
8.2.2. This is how we find high, medium, low risk