Noise

How to Overcome the High, Hidden Cost of Inconsistent Decision Making. by Daniel Kahneman, Andrew M. Rosenfield, Linnea Gandhi, and Tom Blaser

AT A GLOBAL FINANCIAL SERVICES FIRM we worked with, a longtime customer accidentally submitted the same application file to two offices. Though the employees who reviewed the file were supposed to follow the same guidelines—and thus arrive at similar outcomes—the separate offices returned very different quotes. Taken aback, the customer gave the business to a competitor. From the point of view of the firm, employees in the same role should have been interchangeable, but in this case they were not. Unfortunately, this is a common problem.

Professionals in many organizations are assigned arbitrarily ...

Get HBR's 10 Must Reads 2018 now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.