LAST-MILE-DELIVERY5 MIN READ
Align ops and support on late parcels
Clarify accountable, responsible, consulted, and informed roles during late-parcel recovery.
Marta M Customer Support Lead A Accountable R Responsible C Consulted Late parcel ping-pong 20 sec The conflict Support promised a reattempt. Dispatch says no courier was available. The customer now has two conflicting updates. A role gap became a trust gap. 2 conflicting customer updates 10m needed ETA response time
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