THE QUESTION
Why are deliveries late?
Group cards you judge alike. Groups organise reading; they decide nothing.
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Clusters form from similarity, names come last
Canonical order: link pairs of ideas you judge similar — links are symmetric (A~B is B~A; direction never matters) and a tie holds once 2 members make it.
why
Links are symmetric — A~B is B~A. Clusters are the groups that emerge from held ties, and only a formed cluster can be named, by a person. Your own links carry a ✕ to withdraw; you cannot remove someone else's. Clusters organise the wall and never gate the vote — two cards making the same CLAIM are a merge back in Clarify.
Links and names are made while Cluster is live; the steward’s ← reopens it.
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
The lighting in aisle 7 is bad enough that codes are read wrong
~ Picks are wrong often…Picks are wrong often enough that customers now check every pallet (15)
Picks are wrong often enough that customers now check every pallet
~ The lighting in aisle…The lighting in aisle 7 is bad enough that codes are read wrong (15)
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Small errors are hidden to avoid blame
~ Equipment failures go…Equipment failures go unreported for days (9)
Equipment failures go unreported for days
~ Small errors are hidd…Small errors are hidden to avoid blame (9)
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Handovers between shifts lose key details
~ Data lives in three s…Data lives in three systems that disagree (20)
Data lives in three systems that disagree
~ Handovers between shi…Handovers between shifts lose key details (20)
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Schedules change too late to adapt
~ Peak-hour load exceed…Peak-hour load exceeds planned capacity (19)
Peak-hour load exceeds planned capacity
~ Schedules change too …Schedules change too late to adapt (19)
unnamed cluster — name it if the group has a common thread, or leave it unnamed (2)
Training is one-off, never refreshed
~ New staff copy bad ha…New staff copy bad habits from old hands (21)
~ Agency staff are on s…Agency staff are on site for three days and never see the layout twice (8)
New staff copy bad habits from old hands
~ Training is one-off, …Training is one-off, never refreshed (21)
· not yet clustered (32)
People are afraid to say a target is impossible
Replenishment runs when it suits the forklift, not the pickers
We spend more time fixing errors than we would preventing them
~ We measure errors per…We measure errors per order, so a bigger order hides more mistakes (13)
~ We have never once as…We have never once asked a customer what an error costs them (17)
There is no way to stop the line without explaining yourself to two managers
Suppliers change packaging without telling anyone here
Overtime is the normal way we finish a week, not the exception
The best pickers are moved to whatever is late, so nobody learns a zone
The warehouse map in the system is a year out of date
Supervisors are measured on dispatch time and nothing else
The person who finds an error is the person who gets asked why
~ We have never once as…We have never once asked a customer what an error costs them (16)
~ The busiest picker is…The busiest picker is the one who never reports an error (11)
The site was designed for half the volume it now handles
Agency staff are on site for three days and never see the layout twice
~ The forecast is made …The forecast is made by people who never see a peak (15)
~ Training is one-off, …Training is one-off, never refreshed (8)
The handheld takes four seconds to confirm, so people batch their scans
~ The clock on the wall…The clock on the wall is four minutes fast, so every shift starts rushed (14)
~ The scanner logs out …The scanner logs out every hour and people stop scanning (13)
The error rate fell for six weeks after a visit, then went back
The people who designed the process have never picked an order
~ The busiest picker is…The busiest picker is the one who never reports an error (12)
~ The forecast is made …The forecast is made by people who never see a peak (14)
~ We have never once as…We have never once asked a customer what an error costs them (17)
Nobody checks a pallet before it is wrapped
The busiest picker is the one who never reports an error
~ The people who design…The people who designed the process have never picked an order (12)
~ We have never once as…We have never once asked a customer what an error costs them (14)
~ The forecast is made …The forecast is made by people who never see a peak (19)
~ The person who finds …The person who finds an error is the person who gets asked why (11)
Targets reward speed over accuracy
We have never once asked a customer what an error costs them
~ The busiest picker is…The busiest picker is the one who never reports an error (14)
~ The person who finds …The person who finds an error is the person who gets asked why (16)
~ The people who design…The people who designed the process have never picked an order (17)
~ We spend more time fi…We spend more time fixing errors than we would preventing them (17)
Rent went up, so a third of the aisle width went to more racking
~ We measure errors per…We measure errors per order, so a bigger order hides more mistakes (13)
The pick list order does not match the aisle order
Sales promise delivery windows before the warehouse is asked
~ The forecast is made …The forecast is made by people who never see a peak (13)
A short pick is recorded as complete so the line keeps moving
The scanner logs out every hour and people stop scanning
~ The handheld takes fo…The handheld takes four seconds to confirm, so people batch their scans (13)
We measure errors per order, so a bigger order hides more mistakes
~ Rent went up, so a th…Rent went up, so a third of the aisle width went to more racking (13)
~ We spend more time fi…We spend more time fixing errors than we would preventing them (13)
Stock counts are corrected in the system but not on the shelf
Everyone knows which customer complains, and their orders are checked twice
Two products with almost the same code sit on the same rack
The clock on the wall is four minutes fast, so every shift starts rushed
~ The handheld takes fo…The handheld takes four seconds to confirm, so people batch their scans (14)
Fixes are patched locally and never shared
The forecast is made by people who never see a peak
~ Agency staff are on s…Agency staff are on site for three days and never see the layout twice (15)
~ The people who design…The people who designed the process have never picked an order (14)
~ The busiest picker is…The busiest picker is the one who never reports an error (19)
~ Sales promise deliver…Sales promise delivery windows before the warehouse is asked (13)
No one owns the problem end to end