Why has DaVita's peritoneal dialysis supply delivery service received a 30% increase in customer complaints about late deliveries in the last two weeks?

Introduction

DaVita's peritoneal dialysis supply delivery service has experienced a 30% increase in customer complaints about late deliveries over the past two weeks. This sudden spike in complaints indicates a significant disruption in the supply chain or delivery process, potentially impacting patient care and satisfaction. To address this issue, I'll employ a systematic approach to identify the root cause, validate hypotheses, and develop both immediate and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be a recent change. Has there been any significant alteration to the delivery process or supply chain in the last month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, a new logistics partner was onboarded. Impact on approach: If true, we'd focus on the transition process and new partner's performance.

• Considering the specificity of the complaint type, I'm curious about the nature of "late" deliveries. What's the standard delivery timeframe, and how are we defining "late" in this context?

Why it matters: Understanding the baseline helps quantify the issue's severity. Expected answer: Standard is 2-3 days; "late" means beyond 5 days. Impact on approach: This would help us set clear benchmarks for improvement.

• Given the critical nature of dialysis supplies, I'm wondering about the geographical spread of these complaints. Are they concentrated in specific regions or widespread?

Why it matters: Localized issues might indicate regional logistics problems. Expected answer: Complaints are primarily from the Midwest region. Impact on approach: We'd focus on Midwest-specific factors if this is the case.

• Considering potential system issues, has there been any recent change in how we track or categorize customer complaints?

Why it matters: Changes in measurement can sometimes appear as performance changes. Expected answer: No recent changes to the complaint tracking system. Impact on approach: If true, we can rule out measurement issues and focus on actual performance.