Ops Workflow Audit · Package 02 · Dashboard and Cadence
Open risk gets read every morning, not discovered after the customer calls
A $2,500+ caliber sample exhibit showing the open-risk dashboard, the daily 15-minute exception review, the weekly trend readout, and the founder threshold view that the client runs on top of its exception queue.
Why this package exists
Leadership should read the state of open risk in minutes, not assemble it by asking around.
The exception tracker makes each issue visible and owned. This package makes the whole picture visible and reviewed. The dashboard shows what is open, what is aging, what is blocked, and who is loaded. The cadence guarantees someone acts on that picture every business day. The dashboard reads from the exception queue built in Package 01; it is not a separate data entry surface.
Minutes
for any leader to read current open risk without pinging Ops or CS
15 min
daily exception review run by the ops lead against the live queue
1 page
weekly trend readout that replaces order-level fire reporting to leadership
What gets installed
Four views, two rituals
Open-risk dashboardOpen, aging, blocked, and customer-impacting counts from the live queue.
Owner load viewExceptions per owner so nobody drowns silently.
Root-cause viewResolution code counts that feed prevention work.
Founder threshold viewOnly issues that cross an escalation rule.
Daily 15-minute reviewFixed agenda run against the dashboard, oldest risk first.
Weekly trend readoutOne page for leadership: volume, aging, causes, decisions.
Worked example · Open-risk dashboard
One screen answers the four questions leadership keeps asking
What is open. What is getting old. What is stuck. What is touching customers. Every number below comes from the exception queue, so the dashboard is current whenever the queue is current. Monthly volume at the client runs 80-120 exceptions, so a typical live snapshot shows 25-40 open at once.
Within SLA
Aging
Human owner
Queue data
Illustrative snapshot · example data
34
Open exceptions in the queue right now
5
Aging past SLA, reviewed oldest first today
3
Blocked, waiting on external action
4
Customer-impacting, safe status confirmed
Open exceptions by age
SLA clock starts at risk detection, not at customer contact.
The 2+ day band is the daily review's first stop. It should trend toward zero as the cadence holds.
Owner load
Open exceptions per accountable owner, rebalanced in the daily review.
| Owner | Open | Aging |
|---|
| Ops Lead | 16 | 2 |
| CS Lead | 10 | 1 |
| 3PL account owner | 8 | 2 |
If one owner holds most of the aging, the load rule moves work before the SLA breaks.
Recurring root causes, last 30 days
Resolution code counts across roughly 83 closed exceptions. Top repeats feed the prevention backlog.
| Resolution code | Meaning | Count |
|---|
| INV-MISMATCH-3PL | 3PL stock count disagreed with system | 27 |
| 3PL-DELAY-CARRIER | Shipment held or delayed at 3PL/carrier | 21 |
| ADDR-INVALID | Bad or incomplete customer address | 14 |
| PARTIAL-SHIP-SPLIT | Order split without customer notice | 12 |
| DMG-TRANSIT | Product damaged in transit | 9 |
Ritual 1 · Daily 15-minute exception review
The same five steps, every business day, run by the ops lead
-
Triage new exceptionsEvery new queue entry gets a category, an owner, and a next action. Nothing sits unowned.
3 min
-
Review aging, oldest firstStart with the 2+ day band. Owner confirms next action and due time on each item.
4 min
-
Unblock or escalate blocked itemsEach blocked item either gets an unblocking action or escalates by threshold rule. No silent waiting.
3 min
-
Check customer-impacting itemsCS confirms each one has a current customer-safe status and knows what can be said.
3 min
-
Rebalance owner loadIf one owner carries the aging risk, work moves. The queue record updates in the meeting.
2 min
Ritual 2 · Weekly trend readout
One page for leadership, produced from the queue's own data
Five fixed sections. No order-level detail unless a threshold was crossed. The readout takes the ops lead under 30 minutes to produce because the dashboard already holds the numbers.
- 1. Volume vs prior weekNew exceptions opened and closed, against the 80-120 monthly baseline.
- 2. Aging trendSize of the 2+ day band week over week. The single best signal of whether the cadence is holding.
- 3. Top categoriesWhich exception categories drove the week: inventory mismatch, 3PL delay, address, partial shipment, damage.
- 4. Prevention candidatesResolution codes repeating 3+ times move to the prevention backlog with a proposed owner.
- 5. Decisions needed from leadershipVendor, policy, staffing, or systems calls that only leadership can make. Usually zero to two items.
Founder threshold view
The founder sees only what crosses a rule
High-dollar, aging past limit, VIP, blocked, or repeat issue. Everything else stays with its owner in the queue. Founder time is protected by rule, not by asking people to escalate less.
Illustrative snapshot · example data
| Item | Why it surfaced | Rule crossed | Decision needed |
|---|
| ORD-10482 |
VIP customer order blocked at the 3PL for 5 business hours. |
VIP blocked 4+ hrs |
Approve expedited reship or personal outreach. |
| ORD-10391 |
High-dollar wholesale order needs a replacement-or-refund call. |
High-dollar |
Approve the replacement cost. |
| INV-MISMATCH-3PL |
Same root cause closed 3+ times this week on one SKU family. |
Repeat issue |
Decide whether to raise it with the 3PL at the account level. |
Three items today. The other 31 open exceptions never reach the founder, and none of them are unowned.
Package scope
Where this package starts and where it stops
Package 02 assumes the exception queue from Package 01 is live. It configures views on top of that queue and installs the two rituals that keep the queue honest.
Included
- Dashboard views configured on top of the Package 01 queue: open risk, age bands, owner load, root causes.
- Daily 15-minute review agenda installed with the ops lead.
- Weekly trend readout template, five fixed sections.
- Founder threshold view wired to the escalation rules.
- Two weeks of facilitation, then handoff to the client team.
Not included
- Business-intelligence platform builds.
- Data warehouse work.
- Historical analytics beyond the queue's own data.
Client inputs
- A running exception queue (Package 01 or equivalent).
- One decision owner for thresholds and rebalancing rules.
- 15 minutes daily from the ops lead, protected on the calendar.
Definition of done
- The daily review and weekly readout run two consecutive weeks without Diazovate in the room.
- The weekly readout is produced by the client team from the dashboard, not reconstructed by hand.
Pricing: Scoped in the audit's implementation quote.