Thursday, February 8, 2007

Micro decisions (a million little decisions)

Micro decisions are operational decisions. I like to call them a million little decisions.

Examples of micro decisions that can be automated using business rules:

  • Is the customer eligible for the product?
  • Is the customer eligible for the promotion?
  • What discounts is the customer entitled to?
  • What should I up-sell right now?
  • What should I cross-sell right now?
  • What is the highest available commission (HAC)?
  • What is the lowest available fare (LAF)?
  • What credit card does the customer prefer to use?
  • Do I have all the information I need to save this record in the system?
  • How do I work-around the bug or limitation in the system?
  • Who should we assign as the company contact person for this sale?
Thanks to James Taylor at the EDM blog for the idea for this list. If you have any others you'd like to add to the list, please add your comment below.

See also:

Labels: ,

1 Comments:

At Thursday, February 08, 2007 3:59:00 PM , James said...

Other (stranger) examples:
- what options should my ATM display for this customer?
- what options should my Interactive Voice Response (IVR) system provide for this inbound phone number?
- to which representative should this call be routed?
- what offer should I print on the bottom of this particular monthly statement?
... and so on.
BTW I also posted again on this topic.

 

Post a Comment

Links to this post:

Create a Link

<< Home