I sat beside our relief operator instead of taking over when he called. He read the prompt correctly. Trouble is, our sheet says empty pocket for both a genuinely empty supply position and a stopped transfer with the spacer's location uncertain.
We already keep an uncertain job separate from an unsent one in another application. I've managed to lose that distinction in my own training sheet. Who should help me rewrite the decision at this point, before I teach it to anybody else?
The prompt author may only own the screen. Get the person who defined the sequence involved too. Otherwise you could end up with two clearer names and the same unclear next step.
I've done that with a bench instruction: removed the qualifying words, made the sentence lovely, made the decision wrong. Can your relief operator tell you which bit he looked at before calling?
Thomas, he looked for the spacer, then the sheet. The sheet gave him no way to say he couldn't establish where it was.
Controls and the relief operator have now walked through the two cases with me. We've separated replenishment under the existing instruction from an uncertain stopped transfer that needs the designated support person. No new recovery shortcut.
Put the support contact beside that second case. And check the person covering your break has the same contact. Your mobile number is a very fragile piece of infrastructure.
Yes. Two relief operators used the revised sheet in the supervised handover exercises and both picked the correct route for each case. One spotted an old copy beside the tray trolley, so that has gone too. Thanks for suggesting I watch the reading, Thomas; that was more useful than asking whether the sheet was clear.