Thousand Plates
Yesterday's orders as a thousand plates; every broken one has an owner.
The job
Turns customer contacts per order into a picture the daily huddle can feel, gives each type of failure an owner on the side that caused it, prices each failed order in dollars, and checks yesterday's fixes against today's results.
The moment
The morning huddle sees yesterday's orders drawn as a table of 1,000 plates, where each broken plate is an order that led to a customer contact. Of the 31 broken plates, 19 were caused by restaurants, not delivery.
The rider operations lead, blamed for these problems for months, taps a plate marked cold. The customer chat reads "the driver waited 25 minutes at the restaurant".
The lead moves the cold-food problem over to the partner quality team, and the change is saved with that chat attached as evidence.
Last week's packaging fix is marked as looking solved, with $310 saved per 1,000 orders.
What it does
- Type yesterday's order count and GMV
- Claim or reassign an owner card with an evidence ticket and write the pre-read
- Register a fix with a pre-registered expectation
- Record the computed verdict
- Brief the owner in Slack or WhatsApp
- Send the Monday WBR as a PDF link
- Drill a plate
What you see
ISOTYPE banquet table of 1,000 plates with break animation, owner cards, gold kintsugi verdicts and a Monday WBR page
What it moves
Customer contacts per 1,000 orders, split by which side caused the problem, and the cost of compensation per 1,000 orders in dollars.
Built for
- CX leaders & VoC
- Operations
- Contact-centre operations
- QA, training & knowledge
