Huddle Ladder
Unit huddle to boardroom in ninety minutes; only unsolved problems climb.
The job
Run the morning huddle chain so each tier sees yesterday's customer misses at its level, solves what it can, and passes up only what it cannot, with memory, a named authority gap, and time-to-solve per tier.
The moment
At 09:00 the COO sees three cards left out of 60 unit huddles, each with its climb history (raised by Ward 4B at 07:32; Nursing couldn't fix it) and a stamp: Authority gap: charge nurses cannot call the pharmacy courier. 11 climbs this month. He delegates that permission in the meeting, and next month those climbs are gone.
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
Share of customer misses solved at the unit tier without climbing, and median hours from the 07:30 raise to the fix per tier; month over month, the climbs removed by each delegated authority
Built for
- Frontline staff
- Branch, store & field managers
- Executives & leadership
- QA, training & knowledge
