Evidence Over Attestation
“None of the five rules is technical. Each is a habit of responsibility toward the customer.”
The standard a board can require of anyone who says done is made of habits, not tools, which is why it can be asked for in any company.
More lines from the same part
- “These five are the floor, not the ceiling, for anyone who says "done" on your customers' behalf.”
- “Define "done" before the first instruction. In the customer's terms, and before the work begins.”
- “Drucker's question applies here as everywhere: what does the customer consider value?”
- “Count before you conclude. The obvious narrative is a hypothesis, never a finding.”