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?
Comments
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.
Posted by: James | February 8, 2007 03:59 PM