Operational choreography

    The deliberate design of a sequence of steps and handoffs so an experience runs without anyone having to improvise.

    Why it matters

    It's the difference between a system that works by design and one that works because someone caught it in time.

    Related terms

    Promise integrity

    The gap between what a brand implies at checkout and what actually happens afterward.

    Source-of-truth discipline

    The practice of maintaining one authoritative record of order status that every person and channel reads from.

    Silent failure point

    A break in an operational process that triggers no alert, so the customer discovers it before the business does.