Appendix B
Diagnosis Record
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Worked example
Question and owner
Does service-credit repeat work require an AI assistant? Leila owns the outcome.
Observed evidence
Twenty July cases: 48 contacts, 13 with repeats; ten have missing reasons or unresolved procedure versions as the principal suspected explanation. Source: linked case, contact and credit records, reviewed 17 August.
Baseline and repair
July cohort: 1,200 requests, 2,880 contacts, 132 reversals, with seven-day follow-up. Repair: supersession notice, mandatory decision reason, visible correction and library ownership. First 100 repaired requests: 180 contacts and four reversals; early, non-randomised observation only.
Decision and remaining uncertainty
Continue the repair. Compare source retrieval with ordinary search on the repaired library; no live customer contact or case changes. Board decision 28 August; four staff-days and AUD 1,500; end 11 September. Broader performance and persistent benefit remain unestablished.
Complete your diagnosis record
Keep the first record short. Attach evidence or controlled links where needed. An unknown needs an owner and a date. Expand these fields on paper, or use the matching tool at book.almostmagic.io.
Original question and owner
What outcome is sought and who owns it?
Record:
Observed work and sources
Follow one complete case, including return contacts and correction.
Record:
Baseline and limits
Define cohort, denominator, follow-up, exclusions and data quality.
Record:
Repair and observed result
What simpler change was tried and what happened?
Record:
Residual question and alternatives
What remains; compare process, existing software, rules and AI.
Record:
Decision and next boundary
Close, repair or bounded comparison; owner, authority, effort and review date.
Record:
Record owner: Date: Review: