Keeping it · The trust reading · Element
The recovery lag
How long belief takes to return after a failure.
The part
What it is
Belief falls quickly and returns slowly, and the asymmetry is the reason a period of unreliability is more expensive than its direct costs suggest.
Knowing the lag is what makes the case for protecting the promise during a difficult period rather than quietly suspending it.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the trust reading
The belief
Whether customers expect the promise to be kept.
LearnThe reliance
Whether customers actually plan around the promise.
Learn