Evidence Over Attestation
“These five are the floor, not the ceiling, for anyone who says "done" on your customers' behalf.”
Five rules are the minimum a board can require of anyone who closes work on a customer's behalf.
More lines from the same part
- “Define "done" before the first instruction. In the customer's terms, and before the work begins.”
- “Make courteous failures loud. A silent fallback converts your problem into your customer's discovery.”
- “None of the five rules is technical. Each is a habit of responsibility toward the customer.”
- “Drucker's question applies here as everywhere: what does the customer consider value?”