Study brief
Dispatch-room flow study
Three weekdays on the live board, a pencil map of every hand-off, and a bound report the dispatcher can read on Monday.
Who this sit is for
Owner-operators and desk managers who already have a dispatcher, a phone, and a way of offering work to drivers — and who can feel the board snag without being able to point at the tray that causes it. Typical hosts run courier yards, hire-car ranks, trades call-outs, or paper and parcel distribution. If you have no live desk yet, this sit is too early.
The result you leave with
A bound report that maps dispatch flow as it actually ran those three days: call taken, written, offered, accepted, closed. The map names furniture and piles, not slogans. A Monday briefing walks the dispatcher through the two or three changes that fit the rooms you already have.
Scope
Included
- A 30–40 minute scoping call before we arrive
- Three consecutive weekdays on the floor, placed within earshot of the first answer
- Quiet observation during live calls (we do not coach mid-call)
- End-of-shift checks so names of trays and routes are correct
- Write-up week and one bound copy of the report
- One morning briefing on your floor after delivery
Excluded
- Recording of calls
- Driver ride-alongs, unless named in the outline for an extra fee
- Redesign of uniforms, vehicles, or customer price lists
- Standing in as a dispatcher if someone is away
Who sits
Margot Keene leads most flagship sits. Rowan Hale writes the report from the notebooks. Priya Nair covers a day when a second shift must be observed.
Process and duration
The method page sets the six steps. On site we keep the same chair unless you move us. Peak hours are the point; we do not ask to sit only the quiet mid-morning.
Where
Your premises. We travel from Melbourne. Greater Melbourne is included in the typical range. Regional Victoria is quoted with lodging named.
Preparation
Before Monday: tell the dispatcher a visitor will map the board; leave us a spare chair; keep the paper you already use. Do not tidy the trays for our benefit — a cleaned desk produces a false map.
Constraints
We sit only with permission to hear calls. We leave if a customer dispute needs the room. If the desk is already in a declared crisis, we reschedule.
Price
Quoted after the scoping call. The published band of $6,400–$9,200 covers most single-site, weekday sits. After-hours nights and second yards move the figure. GST extra where required. See Rates.
Next step
Write to the desk with suburb, fleet size, and the shift that hurts most. We will say whether a three-day sit is the right first visit, or whether a single-shift sit is kinder.