Pin or Policy
Local problems go to the place; spread-out problems go to headquarters, priced.
The job
Measures how concentrated each complaint theme is across places, so local problems go to local owners, network-wide problems go to a named headquarters owner with a price attached, and league tables stop punishing places for head-office failures.
The moment
The manager of branch 31 appeals the branch's low place in the league table.
The evidence shows complaints about declined cards are spread evenly across forty branches, so the problem is not local.
The chair rules that it is a head-office policy problem, not the branch's. The issue moves to the Head of Payments, marked as affecting 4,100 customers a month across 40 branches.
The league reshuffles on screen, and branch 31 rises eleven places.
What it does
- Rule on an appeal
- Hand a priced problem to HQ
- File an appeal
- Re-rank the league
- Open the evidence
What you see
Concentration strips plus an appeals court with an animated blame card and a live league reshuffle
What it moves
The share of league penalties that places can actually control, once policy themes are taken out; headquarters-owned themes priced and handed over each month; and customers affected each month by open policy themes.
Built for
- Branch, store & field managers
- QA, training & knowledge
