Why has the average time to onboard new suppliers onto Globality's platform increased by 40% this quarter?

Introduction

The recent 40% increase in average supplier onboarding time for Globality's platform is a critical issue that demands immediate attention. This metric directly impacts our ability to scale the platform and provide value to both suppliers and clients. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent platform change. Have there been any significant updates to the onboarding process in the last quarter?

Why it matters: Recent changes could directly correlate with the increased onboarding time. Expected answer: Yes, we implemented a new verification step. Impact on approach: If true, we'd focus on optimizing the new process rather than investigating legacy systems.

• Considering user segments, I'm curious about the distribution of this increase. Is the 40% increase consistent across all supplier types, or are certain segments more affected?

Why it matters: Identifying specific affected segments could narrow down potential causes. Expected answer: The increase is more pronounced for small businesses and new industry verticals. Impact on approach: We'd prioritize investigating factors unique to these segments.

• Thinking about external factors, has there been any change in the regulatory landscape that might be affecting the onboarding process?

Why it matters: New regulations could necessitate additional steps or verifications. Expected answer: No significant regulatory changes in the past quarter. Impact on approach: If true, we'd focus more on internal factors and process changes.

• Considering data integrity, I'm wondering about our measurement methods. Has there been any change in how we calculate or track onboarding time?

Why it matters: Ensures we're comparing apples to apples and not facing a data anomaly. Expected answer: No changes to the measurement methodology. Impact on approach: If unchanged, we can confidently compare current data to historical benchmarks.