A recovery plan should not begin with an apology template or a promised fix date. Begin by bounding the consequence and containment, then build only the commitments the evidence and authority can support.
The seven outputs that make recovery inspectable
What consequence must be controlled now?
Separates contained-response from the alternative routes.
How defensible is the current account of what happened?
Separates contained-response from controlled-recovery from the alternative routes.
Are the people able to decide, deliver, approve and communicate present?
Separates controlled-recovery from the alternative routes.
What can the team responsibly commit to now?
Separates contained-response from controlled-recovery from the alternative routes.
| Stage | Leave with | Failure signal |
|---|---|---|
| Understand | Escalation boundary | Remedy discussion outruns consequence and containment |
| Clarify | Recovery outcome | Success means the customer is calmer |
| Evidence | Recovery evidence ledger | Assumption is repeated as fact |
| Align | Tension and authority map | The CSM owns every unresolved decision |
| Decide | Recovery decision record | A remedy, date or concession exceeds authority |
| Commit | Recovery contract | Actions belong to teams or absent people |
| Improve | Recovery scorecard | Containment is mistaken for recovered trust |
The useful test is whether the record can be read back, corrected and accepted by the people who carry the consequence. If it cannot, the stage is not complete.
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Frequently asked questions
A recovery plan should not begin with an apology template or a promised fix date. Begin by bounding the consequence and containment, then build only the commitments the evidence and authority can support.
Keep the material claim, its source, the decision owner and the accepted next action visible enough for both sides to correct.
The stage is complete when the affected people can read back, correct and accept the record and its ownership.
Source: Narrative Studio Strategic Outcome package; product evidence and method stages only.