ABSTRACT
In the previous chapter, we described the new framework for decision making aimed at creating a system that establishes links between operational changes, cost and service quality, and with their root causes. These are the basic elements of an information system that combines numerical information (disruption events and costs) with non-numerical values (disruption causes and service quality). By introducing disruptions as a measure of changes in planned operations, we merge the elements of strategy, operations and quality into a single system, bringing more clarity into decision making. It becomes possible to validate operational strategies, worthiness of standards, procedures and work practices, inspiring continuous improvement.
