Pocket Andon Cord
A frontliner's hunch, sized against every customer in two minutes, credited when fixed.
Listen
Reason
Act
Verify
Learn
Closes 5 of 5: Listen, Reason, Act, Verify, Learn
The job
Let anyone on the floor raise a pattern they are seeing, size it against every customer in minutes, reach the owner, fix it, and credit the person who noticed first.
The moment
Example, illustrative figures
At 10:04 a cashier sends a voice note. By 10:06 the ops wall at headquarters has turned red with 212 matching customer complaints and the pricing lead's phone is buzzing. On Tuesday the cashier's own phone buzzes: ‘You were right. Fixed.’
What it does
- Pull the cord
- Confirm, dismiss or merge a cord
- Open an issue or KB draft
- Tell the puller
- Drill matching complaints
What you see
WhatsApp intake, a TV andon wall and a cord board of credited pullers
What it moves
Frontline-sourced fixes per month and customers spared (complaints avoided since the fix vs baseline); median minutes from cord to owner
Built for
- Frontline staff
- Contact-centre operations
- Product & digital
- Operations
