The Scenario
You are the Dispatch Manager for a courier company. Driver A's van has broken down on the N1 highway. They have 15 parcels left on board, 3 of which are medical supplies with a strict 4 PM delivery deadline. It is currently 1 PM.
The Brief
Formulate a recovery plan. You have one backup driver (Driver B) currently 30 minutes away, but pulling them off their route will delay 10 non-urgent residential deliveries.
Deliverables
- Your immediate action plan (who is doing what right now)
- The communication sent to Driver A and Driver B
- The triage decision: which parcels get rescued by Driver B, and which stay in the broken van for the tow truck
- The SMS sent to the 10 customers whose residential deliveries are now delayed
Submission Guidance
Exception handling is about triage. You cannot save every SLA. Protect the medical supplies, sacrifice the residential deliveries, and over-communicate.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.