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CASE FILE 13.1
The Northstar Delay
Separate what we know from what might be true, identify what else you need to know, and decide what you would investigate next.
Initial Situation
Northstar Office Supplies sells workplace equipment to business customers. During the last six weeks, delivery performance has fallen and customer complaints have increased. The cause is not yet known.
On-time deliveries94% → 81%
Period6 weeks
Complaints↑ Increased
What do we know?
What might be happening?
What else do we need to know?