Treat failed drops as failure modes
Use FMEA thinking to prioritize last-mile failure modes by impact, likelihood, and detectability.
The move: name the failure mode before choosing the fix. Severity Ask what the failure does to the customer and the operation. A missed grocery slot, a delayed legal document, and a failed medication handoff do not carry the same consequence even if they share the same exception label. Occurrence Ask how often this specific failure mode appears. Do not use a vague bucket like failed attempt if the root patterns differ. Count no access code separately from customer not home. Detection Ask whether the team can catch the risk before dispatch. Missing phone numbers, invalid geocodes, and blocked access…
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