You work at an advice business that is just starting a program to repay customers that may have been overcharged for advice services or for poor advice.
You work at an advice business that is just starting a program to repay customers that may have been overcharged for advice services or for poor advice. In order to select which customers' cases should be assessed, the program director has worked out a filtering process, focusing on customers of advisers that had the most complaints made against them in the past seven years. You're concerned that the filtering is too rigorous, and that many other customers might be missing out on having their cases assessed. However, you're also aware that the program has to start somewhere, and with limited resources needs to prioritise certain cases.
Do you risk questioning the filtering process, and letting the program manager know that it might be excluding too many customers who need to have their cases reviewed? How would you set the filters, with limited resources - time and money?
What would you do?
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