How Acme cut shift-handover complaints by half in one quarter

“Every quarter the same complaint came back, and every quarter we said we would look into it,” says Anouk Dekker, who leads Operations at Acme.

One theme, eleven comments

When Acme opened its Q2 pulse in Polzy, the Workload theme for Operations came in at 4.8 out of 10, well below the workspace average of 6.1. The number alone was not new. What was new was that Polzy grouped the open comments by theme, and eleven of the eighteen workload comments used the same word: handover.

Because the evening shift had more than five respondents, the segment was visible. Because the survey was anonymous, nobody could tell who had written what. That combination, Anouk says, is what made the conversation possible.

From insight to action

Polzy suggested an action from the insight. The team accepted it, assigned it to the shift leads, and used an anonymous conversation to ask the respondents one question: would a written template help, or was the problem the timing? Six people replied. Five said the template.

“We did not need to know who they were. We needed to know what would work.”

Closing the loop in public

The checklist went live on all three sites in week four. Polzy’s Results shared message told everyone what had changed and why. In the Q3 pulse, handover appeared in two comments, and Workload for the evening shift moved from 4.8 to 6.4.