Knowledge at risk
If Sara leaves
The tasks Sara does, how much of each is documented in a playbook, and which ones nobody else has ever done.
S
Sara Al Mansoori
Customer Ops lead · Customer Ops
Record this week
Only Sara does Gold customer damaged-item complaint handling, and the playbook is less than 60% documented. Ask Sara to record it once as a walk-through, talking it through.
Tasks Sara does
3 tasks- Gold customer damaged-item complaint handling55% documentedOnly Sara knows this · record this week100% of the recorded examples come from Sara
- Refund outside the return policy78% documentedOthers do this too60% of the recorded examples come from Sara
- Supplier credit note for damaged goods78% documentedOthers do this too50% of the recorded examples come from Sara
Sara's recordings
7 in total- Refund outside the return policy15 Oct, 09:05 · 38 stepsObserved
- Refund outside the return policy9 Oct, 16:10 · 37 stepsObserved
- Supplier credit note for damaged goods7 Oct, 13:40 · 36 stepsObserved
- Gold customer damaged-item complaint handling5 Oct, 09:20 · 48 stepsObserved
- Supplier credit note for damaged goods1 Oct, 09:10 · 28 steps · 17 voice notesWalk-through
- Gold customer damaged item complaint28 Sep, 10:15 · 35 steps · 17 voice notesWalk-through
- Refund outside the return policy26 Sep, 09:40 · 36 steps · 20 voice notesWalk-through