Sunshine Sunday Company · Week 1

The board wants an answer

The board wants all 800 locations ready for holiday bookings. You have $40M left to spend.

Full situation

Daniel, your operations chief, has suppliers waiting on the phone. They need an answer today. He wants to spend the remaining $40M and launch at all 800 locations. A 50-location pilot looks promising: 9,840 of 10,000 routine requests were resolved without help. But nobody has tested complex bookings or the expected tenfold holiday traffic. A rival has announced its launch. Waiting could cost you orders; spending now could leave you paying to fix a service you have already sold. A wide launch followed by leaving complex requests unchecked can cost $9M in cancelled bookings and $3M in operating profit later.

• $40M left to spendThe programme budget is $50M. The company has spent $10M, so $40M remains. This money is separate from the bookings and profit shown in the KPIs.
• 9,840 of 10,000 resolvedThe pilot handled 9,840 of 10,000 routine requests without help: 98.4%. That does not establish performance on requests it did not test.
• 50 locations testedThe pilot covered 50 of 800 locations. It did not cover complex bookings or other languages.
• Holiday traffic untestedThe launch plan assumes ten times as much traffic. No representative holiday-load test has been completed.

Next, take 45 seconds to record your first view before hearing the advice.