Operational Friction & Improvement· CASE STUDY
Mis-deliveries between sites cost millions a year. An ongoing programme surfaces the causes every quarter.
Mis-deliveries between sites were expensive. One-off improvement projects only worked briefly, because causes shifted with every season.
Quarterly conversations with dispatch, warehouse and drivers revealed changing but recurring patterns: unclear hand-over times, temporary staff without onboarding and conflicting labelling standards.
Site leaders receive a decision memo each quarter with the three most important causes and prioritise concrete measures from it.
Hand-over error rates fell 31 % in year one. Improvements hold because new causes are spotted early.
We no longer react to errors. We see them coming.
This case was delivered as a Intelligence Program. About the format
Anonymised example.
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