Removing the Single Point of Failure

The challenge

Escalations routed to the same two supervisors regardless of shift. When either was away, error rates climbed and claims followed—yet nothing was written down to explain what they actually checked.

What we did

1. 1

   Documented the dispatch checks that the senior team performed by instinct.

2. 2

   Defined ownership and escalation for every step, with cover named in advance.

3. 3

   Introduced batch traceability so a disputed delivery could be traced, not argued.

4. 4

   Built a weekly claims review that closes each case to a root cause.