This letter / 01
Count the work before naming the saving
A correct ratio can tell the wrong operational story when the population beneath it changes.
I once presented a lower cost per policy as evidence that our service organisation had become substantially more efficient. The calculation was correct, the source figures reconciled and the result was encouraging. It still needed a challenge. The business had shifted towards more individual policies and fewer family contracts. A policy was not the same unit of human coverage in the two periods. I had moved from a statement about a ratio to a statement about operating performance without examining the bridge between them. The mistake is easy to make because a clean calculation feels like the end of an enquiry rather than the beginning of an interpretation.
