Pre-work: circulate a locator-linked timeline, the four tax-evidence gaps, three delay cases, corrected-total case, checklist definition, vendor-format change, and written observations from the two absent customer-success managers. Ask participants to mark factual corrections before the session; do not ask for anonymous comments when attribution is visible.
Opening: “We are examining the migration system and decisions, not rating individuals. We will distinguish evidence from hypotheses and select no more than two three-week experiments. Procurement issues go to the parking lot.”
Questions: (1, 6 min) What outcomes differ from the original goal, and which source confirms each? Purpose: shared facts; silent review then clarify. (2, 6 min) Where did the three delayed cases follow the normal path, and where did conditions differ? Probe timing relative to the vendor format. (3, 6 min) How could all checklists be complete while four tax-country evidence items were absent? Treat “checkbox did not require evidence” as a hypothesis until the checklist is inspected. (4, 5 min) What enabled peer review to catch the incorrect total before sending, and when would that control not work? (5, 5 min) What evidence supports or challenges the claim that the format change caused delays? (6, 4 min) Which absent customer/support effects should change the next process? (7, 7 min) Which two controllable changes have the best expected risk reduction within capacity?
Avoid “Who missed the tax data?” Replace with “At what step should tax evidence have been required, and what did the interface/checklist permit?” Avoid “What went well?” Replace with the control-specific peer-review question. Action rule: select only experiments within authority, each with owner, affected cases, expected signal, guardrail, and review date. Candidate experiment: require tax-evidence locator before checklist completion; owner Operations lead; test on next 10 cases; evidence zero completed rows without locator; review in three weeks. Engineering validation remains unassigned until separate planning.