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42 lines
2.7 KiB
Markdown
42 lines
2.7 KiB
Markdown
# Operational Design Decision Workflow
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Use this workflow to choose a process, control, metric, or vendor operating model; route technical implementation elsewhere.
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## Repeatable Method
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1. **Frame inputs:** customer/value outcome, current workflow, volume and variability, owners, constraints, failure modes, service level, compliance obligations, and baseline measures.
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2. **Map and compare:** capture handoffs and queues, identify the bottleneck, compare simplification, staffing, vendor, and automation options, and state assumptions.
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3. **Decide with gates:** select an operating model only with a named accountable owner, measurable KPI, control, escalation path, capacity/cost guardrail, and review cadence.
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4. **Validate:** pilot the smallest reversible change, compare throughput/quality/lead time and control exceptions to baseline, then scale or rollback.
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5. **Package evidence:** retain current/future map, RACI, KPI definitions, vendor scorecard or control matrix, decision log, and review date in an artifact pyramid.
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## Worked Example
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A support process misses its 24-hour SLA. Mapping shows a vendor handoff queue is the constraint. The decision is to add a triage owner and vendor escalation tier for 30 days, not automate first. Success requires 95% first response within 24 hours, fewer than 2% reopens, and zero critical control exceptions; the weekly review either scales the model or reverts it.
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## Reusable Artifact
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```text
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Operating model decision record
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Outcome / process boundary / owner / date / review date
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Baseline (volume, lead time, quality, cost):
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Bottleneck and failure modes:
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Options, assumptions, and evidence:
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Decision / RACI / KPI and control:
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Capacity, cost, SLA, and escalation guardrails:
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Pilot, stop rule, result, and next action:
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```
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## Routing Matrix
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| Need | Route to | Handoff in / out |
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| Strategic priority | [strategy-frameworks](../../strategy-frameworks/SKILL.md) | Operating constraint in; priority choice out |
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| Cost or unit economics | [financial-modeling](../../financial-modeling/SKILL.md) | Volume/cost assumptions in; scenario model out |
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| Technology/vendor feasibility | [technology-radar](../../technology-radar/SKILL.md) | Capability need in; evaluated option out |
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| Delivery work breakdown | [implementation-planning](../../implementation-planning/SKILL.md) | Approved model in; sequenced work out |
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| Evidence structure | [artifact-pyramids](../../artifact-pyramids/SKILL.md) | Maps and measures in; indexed evidence out |
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| Team topology or role design | [org-design](../../org-design/SKILL.md) | Capacity/role constraint in; people design out |
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Do not create an operations sibling for a narrow tool or department: use the named tool owner or existing methodology and preserve this boundary.
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