Keep the current process
No immediate implementation effort.
Existing waiting time and rework remain. Establish a baseline before treating this as the least-cost option.
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A focused review should leave you with a clear recommendation, the reasoning behind it and the next decisions to make. This is one example of the shape—not a fixed template for every engagement.
HarleyShift AdvisoryIllustrative decision brief
01 / The decision
Should we trial AI assistance in a customer-service workflow?
Sponsor decision: whether to authorise a limited pilot, what must be true before it starts and what evidence would justify extending it.
Business objective: improve response quality and reduce avoidable waiting and rework while keeping clear human accountability.
02 / Evidence & unknowns
Separate what is known from what needs testing.
Evidence to collect
- A representative sample of the existing workflow.
- Current handling, review and waiting time.
- Quality checks, exception patterns and customer outcomes.
- Input from the people doing and supervising the work.
Assumptions to test
- Draft assistance reduces total effort after review.
- Outputs meet the required quality standard.
- The team can use the capacity released.
- Information handling and operational controls are suitable.
03 / Options & trade-offs
Compare viable choices.
04 / Conditional recommendation
Test a bounded workflow before a wider commitment.
In this hypothetical situation, a supervised pilot is the proportionate next step only if the sponsor can establish suitable information handling, review capacity and a reliable baseline.
Agree the quality threshold, evaluation period and progression criteria in advance. Stop or revise the approach if review effort offsets the benefit, quality is unsuitable or the operational controls cannot be met.
05 / Next actions
Make responsibility explicit.
- Business sponsor
- Confirm the decision, scope, available capacity and intended business outcome.
- Workflow owner
- Establish the baseline and select representative work and exceptions.
- Technology & people leads
- Resolve information handling, review responsibilities, capability and adoption needs.
- Decision review
- Compare findings with the agreed measures; progress, adapt or stop. Record unresolved questions.
A real brief is grounded in the agreed evidence and business context. A focused review does not automatically include pilot delivery, system implementation or ongoing executive support; those are separately scoped where needed.
Your decision
What needs a clearer call in your business?
Bring the opportunity or challenge as it stands. We can discuss whether a focused review is a useful next step.
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