Module 9 Workplace Challenge

THE TEAM THAT KEEPS REPEATING THE SAME PROBLEM

Tunde supervises a growing delivery team.

For the past month:

• several drivers have delivered to outdated customer addresses
• customer complaints have increased
• supervisors keep reminding drivers to “check properly”
• two drivers have already received corrective feedback

Tunde reviews the process.

He discovers:

• customer addresses are updated in one system
• dispatch staff print delivery sheets from another system
• the two systems do not always synchronize immediately
• drivers have been told to “verify addresses,” but nobody has clearly defined how

At the same time, one driver has been ignoring direct customer confirmation messages even after receiving them.

Consider:

1. Is this only an employee-performance problem? 2. What system problem exists? 3. Does the individual driver still have accountability? 4. What should Tunde document? 5. What process could be improved? 6. How should good performance be recognized once the new process works? 7. How can the team become less dependent on supervisors catching each error?

GUIDED RESPONSE

The recurring address problem is partly a system issue.

Drivers are receiving inconsistent information from two systems, and the verification procedure is unclear.

Tunde should address the process.

However, the driver who received direct updated information and repeatedly ignored it may still have an individual accountability issue.

A stronger solution may include:

• defining the approved address-verification process
• clarifying which system is authoritative
• documenting the process
• training the team
• monitoring whether errors decline
• addressing individual failures where appropriate
• recognizing employees who consistently use the improved process