Evidence Over Attestation
“Define "done" before the first instruction. In the customer's terms, and before the work begins.”
Defining done in the customer's terms, before the work, is what stops an agent, or a team, from certifying its own flaws.
More lines from the same part
- “These five are the floor, not the ceiling, for anyone who says "done" on your customers' behalf.”
- “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?”