Decision tables: turn judgement calls into clear rules

Key takeaways

A decision table lists the conditions that matter for a recurring decision and the action for each combination. It turns a judgement call made the same way many times into a rule anyone can apply. For outsourcing, it is the single most useful document after the method itself, because it shows the team what to decide and what to refer.

• Rows are combinations of conditions; the last column is the action.
• 3 to 4 conditions cover most small-business decisions.
• Add a 'refer' action for anything the table does not cover.
• Review referrals monthly and add new rules.

What is a decision table?

A decision table is a grid that maps conditions to actions. Each column before the last is a condition, such as order value or customer history; each row is a combination; the final column says what to do. It replaces 'use your judgement' with a rule that can be checked, which is what lets a dedicated team handle the decision consistently.

• How UK SMEs can use outsourcing to handle repetitive tasks
• Rule-based vs judgement tasks: what to hand over

How do you write one?

Start with the last 20 to 30 times the decision was made and note what the decider looked at. Those factors become your conditions. Give each a few simple values, write the action for each combination, and add a final row that refers anything unusual to a named person. Test the table against past decisions before using it.

• Collect 20 to 30 past decisions and their reasons.
• Choose 3 to 4 conditions with simple values.
• Write the action for each combination.
• Add a refer row and a named person.
• Test against past cases, then go live.

• Escalation paths for outsourced teams: fast, not chaotic
• Exception handling: the few cases that drive most cost

What does a decision table look like?

In an illustrative refund table, the conditions are order value (under or over £150), days since delivery (within 30 or not) and prior refunds (none or one or more). Under £150, within 30 days and no prior refunds: approve. Over £150 or prior refunds: refer. These are example thresholds; set your own from past cases.

• Under £150, within 30 days, no prior refund: approve.
• Under £150, after 30 days: offer a credit note.
• Over £150, any timing: refer to the manager.
• Any prior refund in 90 days: refer.

• Refund processing: fast, fair and correctly recorded
• Warranty claims admin: log, check and resolve faster

When does a decision table not help?

A table does not help when the decision is rare, when the factors change each time, or when the law requires a named person to decide, such as a suspicious activity report under money laundering rules. In those cases have the team prepare the facts and keep the decision in-house.

• AML check admin: client due diligence without a backlog
• Core vs non-core activities: what to keep in-house

What does this look like in practice?

A pattern we see: writing the table exposes that two managers have been deciding the same case differently. Agreeing one rule improves consistency for customers before any work is handed over.

• See client work
• BPO Solutions for UK businesses

Decision table checklist

Check your table against these points.

• Every condition has clear, testable values.
• Every combination has one action.
• There is a refer row with a named person.
• The table matches at least 20 past decisions.
• Referrals are reviewed monthly.

• Acceptance criteria: define done for outsourced work

Next step

Send us one recurring decision and a few past examples. We will help you draft the table and the referral rule.