One regional delivery operation dey late too often. Here eight rooms take up dat one problem, each one dey make different kain map, so each one dey look different side of am: wetin dey cause wetin, wetin to aim for, wetin to do first, for which order, whether argument hold, wetin di evidence show, which system to choose, and wetin matter pass to customers.
Di method no dey change. Fifteen pipo from di operation dey write one idea for each card, den judge di cards one pair at a time, and dem dey keep link wen 12 out of di 15 gree, three quarters. Wetin dey change na wetin card be and wetin each pair dey ask. Dem cut each example to few cards.
Wetin dey drive delivery delays across di region?
“Dem dey dispatch loads bifor dem check di paperwork” get big hand for “drivers dey get routes wey dem no fit finish”? 12 out of 15 tok yes: e stand.
Root causes: Dem dey dispatch loads bifor dem check di paperwork · Na di wrong desk dey fill customs forms. Wetin action must move. Di symptom wey evribodi rank first dey on top of di two. Di full example get all seven stages and di whole map.
How deliveries wey dey arrive wen dem promise go look like, one year from now?
“Evri load dey comot with im paperwork checked” go help bring “customers dey get two-hour window wey dem fit trust”? 13 out of 15 tok yes: e stand.
Foundations: Shift handover no dey ever lose problem wey still dey open · Pesin fit finish evri route for one shift. Wetin di rest of di future stand on. Plan wey aim only for di two-hour window go miss di two.
Wetin we suppose do about di delays, and wetin first?
“Hire night supervisor” go make “add paperwork check for di loading bay” easy to do? 14 out of 15 tok yes: e stand.
Actions to start with: Hire night supervisor for di depot · Stop di scanner app from logging out evri hour. Which actions dey make di oda ones easy, wey be different question from which one matter pass. Di paperwork check na di one wey most pipo dey name first; di map dey tok make you start with di pesin wey make am possible.
How we go move evri route to planning by stops instead of distance?
“Train di dispatchers” must finish bifor “try di new routes on two vans”? 3 out of 15 tok yes, 12 no: no such order.
First steps: Record one month of stop-by-stop times. Wia to start. No dey useful like yes: di training and di two-van trial fit run side by side.
Dispatch suppose start for 7am instead of 6am?
“Most late loads comot from di depot bifor 6:30” dey give reason to accept “to start for 7am go reduce late deliveries”? 12 out of 15 tok yes: e stand.
Base claims: Na one pesin dey check di paperwork of di first loads for di end of night shift · To start for 7am go send di first vans enter school-run traffic. Wetin each side stand on. Di objection na claim on im own, with im own reason, and di map no dey pick winner. Here di case for 7am stand on di paperwork, and dat one na reason to fix di paperwork.
Wetin we really know about wia di delays dey start?
“Early routes no lose time for road pass di later ones” na evidence for “for early routes, dem dey lose di time for di depot”? 13 out of 15 tok yes: e stand.
Base findings: Late deliveries comot from di depot late for 38% of cases (dispatch log, March to May) · Early routes no lose time for road pass di later ones (van tracking) · 1 out of 9 early loads come back with paperwork error, against 1 out of 40 for later ones (returns desk). Di findings wey di conclusion stand on, each one with im source. If di dispatch log come wrong, reader fit see wetin go fall with am.
Which route-planning system di depot suppose choose?
To meet “e dey plan by stops, no be by distance” go help meet “pesin fit finish evri route for one shift”? 14 out of 15 tok yes: e stand.
Yardsticks to judge by: E dey plan by stops, no be by distance · E dey let dispatcher change route under one minute · E dey show drivers di site notes for each stop. Wetin to judge by, wey dem settle bifor anybodi argue for any product. Den dem go judge three systems against dat three, square by square: di current planner no meet any, planner wey base on stops meet di first two, planner with driver app meet all three.
Which delivery problems matter pass to our customers?
“Di goods dey arrive damaged” matter pass “nobodi dey warn di customer”? 9 out of 15 tok yes, 6 no: no side reach 12, so e go stay for di record as divide.
Top priorities: Nobodi dey warn di customer say di delivery go late · Di goods dey arrive damaged. E dey rank; e no dey find causes. Customers vex about di warning wey no come pass di lateness itself, and di warning dey fail for reasons wey only root cause room go find.
None of dis rooms fit stand for anoda one. Di root cause room find wetin dey cause wetin, di priorities room find wetin customers dey feel, di evidence room find wetin pipo know, di actions room find wia to start. Rooms wey dey make one kain map for one question dey fold dia maps enter one; different kain map dey stay separate, becos dia arrows mean different tins.
Wetin room wey don finish find na di starting input of anoda kain map. So once im map don settle, room dey offer di next rounds wey im kain map fit hand to, each one with di question wey dem don already frame from wetin e find. Di coordinator dey edit di question and open di round: new room wey dey make di next kain map, with evribodi from di first room wey don already enter and with wetin carry over for im wall or beside am. Round dey fast pass first room, becos e dey start with wetin di last one settle: nobodi dey join, di question don frame, di cards wey carry over don already get explanation, and stage wey no get anytin to do again, Explain or Bunch, dey close at once. Dem dey judge di pairs fresh, becos na di new question be dat. Anoda round fit follow one round, and dem dey read di whole chain from im first room.
For dis problem di line go run like dis: di priorities room dey hand “nobodi dey warn di customer” to root cause room as im question; di root cause room dey hand im two root causes to actions room, with di actions wey move dem don already dey di wall; di actions room dey hand “hire night supervisor” to steps room as di goal. Four rounds, one problem, and di pipo no dey ever need join again.
Di oda hand-overs: di foundations of future or di top priorities dey become di yardsticks of weighing room; pair wey root cause room divide on dey become di claim of claims-and-reasons room, and evidence room go check im base claims; di findings of evidence room na wetin root cause room dey start from; and step or action wey hook dey become di question of new root cause room: wetin dey block am. Dem dey carry card go di next wall only wen e don already be di kain sentence wey dat wall need and dem don judge am as such, like di actions wey grid judge against di roots; evritin else, dem dey pin am beside di wall, and pipo dey write di new kain card by demself. Dem dey judge evri pair fresh.
Di root cause example · Deliberation formats, wey we draw · How e dey work