Huddle Ladder
Unit huddle to boardroom in ninety minutes; only unsolved problems climb.
The job
Runs the chain of morning huddles so each level sees yesterday's customer problems, solves what it can and passes up only what it cannot. It keeps each problem's history, names missing authority and times each level.
The moment
Each morning, teams hold short huddles on yesterday's customer problems. Anything a team cannot solve climbs to the next level, like a ladder.
At 09:00, the COO sees just three problems left from 60 unit huddles, each showing where it was raised and who could not fix it.
One is stamped as a missing permission: charge nurses cannot call the pharmacy courier. It has climbed 11 times this month.
The COO grants that permission in the meeting, and the next month that problem no longer climbs.
What it does
- Mark we knew / we didn't know
- Solve here
- Escalate with an authority gap
- Assign and delegate authority (exec)
- Forward knowledge bounties to the KB and AI-agent owner
- Drill to verbatims
- Jump between tiers
What you see
Stacked huddle cards on a ladder: a phone card per unit, a live cascade wall per tier, an executive card of authority gaps, and a printable placemat
What it moves
The share of customer problems solved by the unit without passing them up, the median hours from the 07:30 raise to the fix at each level, and, month on month, the escalations each delegated permission removes.
Built for
- Frontline staff
- Branch, store & field managers
- Executives & leadership
- QA, training & knowledge
