Select a Customer-Service Platform
Build operational scales, preserve unknowns and test whether the weighted ranking survives credible uncertainty.
26 minutes
Scenario
A logistics firm is choosing among three service platforms. All claim strong routing and accessibility. The current favourite leads a draft matrix because vendor demonstrations were scored as production evidence.
- Your role
- Programme analyst preparing an auditable recommendation
- Method
- Decision Matrix
Evidence pack
Mandatory
All options meet approved data location; only A and B have verified audit export, while C promises it next quarter.
Cost
Twelve-month totals are EUR 220k +/-10%, EUR 250k +/-15% and EUR 170k +/-25%.
Integration
Estimated effort is 14, 10 and 18 weeks; no option has completed a sandbox integration.
Routing
A reports 96% on vendor data; B reports 92% on a disclosed public set; C provides a live demo only.
Accessibility
Only B has an independent audit against the required standard.
Exit
A exports conversations and rules; B exports conversations only; C offers no bulk export.
Constraints
- Verified audit export and accessibility compliance are mandatory.
- Weights must be fixed before performance scores.
- Unknown evidence cannot receive an automatic midpoint.
Case steps
Work through each prompt using the evidence pack. These guided cases support self-directed practice; server-scored attempts are not available yet.
Write the decision statement and test all three options against mandatory requirements.
Define four non-overlapping criteria, operational scales and weights before scoring.
Score eligible options with source, assumption and confidence; calculate the base result.
Run two credible sensitivity scenarios and record the recommendation, material downside, condition and review trigger.