Fine-tune the use casePick the one closest to you
An operations program forteams facing
Will every one of your operators and shift leads run the new incident escalation the same way?
Usually not. Each hub reads the same SOP differently, and you find out in the first real incident. This program aligns what your teams know, trust and do, in four one-hour team sessions.
Make it for your team
Execution readinessExample scores for a sample company. Add your website to estimate your own. Measured once your team plays. Ready at 80.
Where it usually breaks38Today81/ 100After the 4 team sessions
Ready to executeShared knowledgeHigh riskDifferent readings of the same step
Shared convictionHigh riskTeams trust the old way because it worked
Shared practiceMedium riskNo agreed move under time pressure
4 sessions~50 min each8–12 people per teamNo facilitatorThe gap
What you'd typically hear if five of your people answered alone.
SESSION 1 · FILL THE GAPSAnswered alone
Finish the sentence: under the new process, when something goes wrong at the end of a shift, I…MMira…fix it myself and log it later.
JJonas…escalate to the hub straight away.
AAylin…hand it over to the next shift lead with a note.
TTomas…call my manager and ask.
RRosa…I'm honestly not sure which step applies.
What it costs you if nobody notices
Shared knowledgeEvery hub, its own processEvery team's reading becomes its own version. The document is identical; the practice is not.
Shared convictionThe old way quietly survivesIf teams don't trust the new process, they follow it when someone is watching and fall back when no one is.
Shared practiceThe first real incident decidesWithout practice under pressure, the new process meets its first test live, with customers affected.
The program that closes the gap
Four one-hour sessions. Every one of your operators and shift leads, the same process, from the first shift.
Session
Shared knowledgeShared convictionShared practice
S1Know the new processAgrees what each step means and where the old process ends.
Shared knowledge1Agree what handle it, escalate now2Agree how to sort real shift incidents into handleShared conviction3Decide the escalation call as the COO wouldShared practice4Agree as a team which response fits each shift situation5Rehearse the exact call at the end of a shift when an…
DemoS2Trust the processShows you whether your teams think it is better than the old way, and why not.
Shared knowledge1Pin down exactly when a shift lead handlesShared conviction2Align on what failing the new escalation process would really cost3Decide the escalation call as the COO wouldShared practice4Sort four shift situations into handle it5Rehearse the escalate versus hand over call at the end of a shift
DemoS3Decide under pressureAgrees who acts, who escalates and who waits, in real situations.
Shared knowledge1Align on when a shift lead handlesShared conviction2Rewrite four shift calls into the stakeholder's own decisionsShared practice3Agree which end-of-shift situations to handle4Agree as a team when to handle
DemoS4Hand over cleanlyPractises the handover at the end of a shift, where most failures start.
Shared knowledge1Quiz each other on when to handleShared conviction2Decide the escalate versus handover call as the COO wouldShared practice3Order the three moves a shift lead makes when something…4Rehearse a real end-of-shift moment and align on handle
DemoPlay it yourself · a short demo · one exercise from session 3 · Sort the Situations
Alone first. Then the team agrees on one answer.
This is a taste, not the whole session. “Decide under pressure” runs 4 exercises with your own team, on a call or in a room. Here is one of them, on the real screens, played with four AI teammates, so you can feel how a session works.
Decide under pressure · Sort the Situations00:00MJLSYouAgree which end-of-shift situations to handle, escalate, or hand overOn screen: Sort each of these 6 end-of-shift situations into its correct response alone
You are playing with 4 AI teammates. Every screen opens on its briefing: read it, then tap I’m ready.
Readiness intelligence · what you'll see as teams play
Know which of your teams will run the new process, and where you should step in, before go-live.
Acme Logistics › Readiness intelligence › New incident escalation processEvery one of your operators and shift leads runs incident escalation the same way
Readiness index81%Ready+43 pts25% participation + 25% progress + 50% alignment · Ready at 80
Shared knowledge48 → 88Shared conviction37 → 71Shared practice44 → 80
Participation94%169 of 180 people played at least once
Progress75%3 of 4 planned sessions completed
Alignment41% →78%562 of 720 points aligned
Failed alignment pointsWhere you should step in
When to escalate instead of handing overNot aligned in 4 of 14 playsShared knowledgeYour night shifts at two hubs · 34 people
Would we follow the new process on a busy shift?"Not yet, we still have concerns" in 2 playsShared convictionYour largest site · 28 people
Your operators and shift leads could play this next week. Add your website to make it yours.
- 01 · 5 minConfirm the assumptionsCheck what we inferred about you and edit any text in place. Your edits are locked.
- 02 · 1 link per teamInvite your teamAny browser, any device. No account, nothing to install.
- 03 · after each playWatch readiness fill inYou see who played, what they agreed, and where to follow up.
Used by teams at
Free until you play live · ISO 27001 · EU data
Free until you play live · ISO 27001 · EU data