Cross-industryScorecard & league
Watermelon Detector
Green on the scorecard, red in customers' words: split it open.
Listen
Reason
Act
Verify
Learn
Closes 4 of 5: Listen, Reason, Act, Verify
The job
Expose KPIs that are green on the official scorecard but red in customers' words, make owners answer the gap in writing, and keep the gap open until either the service or the KPI definition changes.
The moment
Example, illustrative figures
The scorecard says 94% on time. The melon cracks and 3,100 citizens saying still waiting spill out. In the hearing the owner's note admits the clock stops whenever a file changes department, and the minister taps amend definition: v2 of the KPI is stamped, and next month the rind turns amber.
What it does
- Reconcile (ask the owner to explain)
- Amend the KPI definition
- Refresh reported KPIs from BI
- Send the hearing record
What you see
Split-watermelon scorecard with a split-screen hearing
What it moves
Number of KPIs with open watermelon gaps and the gap score per KPI, with definitions amended per quarter
Built for
- Executives & leadership
