A change alters behaviour, and behaviour creates further consequences. After naming the immediate benefit, ask how customers, colleagues, or suppliers might respond. Follow that response one step further. You do not need an elaborate prediction tree; you need to notice whether the apparent improvement creates a new problem somewhere else.
And then what happens?
The first consequence is often the easiest one to see.
A small example
A support team is rewarded only for closing tickets quickly. The queue shrinks, but unresolved customers open new tickets. A speed measure has shifted work rather than removed it.
Keep in mind
Possible consequences are hypotheses. Test important ones instead of treating every imagined chain of events as inevitable.
A note to yourself
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