They’re informed by a six-page memo that lays out a problem, the different approaches that have been considered in the past, and how the proposed solutions serve the customer. At the start of the meeting, to avoid groupthink, everyone reads the memo silently. This isn’t practical in every situation, but it’s paramount when choices are both consequential and irreversible. Long before the results of the decision are known, the quality of the process can be evaluated based on the rigor and creativity of the author’s thinking in the memo and in the thoroughness of the discussion that ensues in the
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