Use a ticket, worksheet or structured system with at least the following fields. The example is entirely fictional.
| Field | Example |
|---|---|
| Exception ID | EX-001 |
| Store | Example Store 041 |
| Product/campaign | Priority beverage SKU |
| Observed issue | Shelf empty; units potentially in backroom |
| Observation time | 10:20 on inspection date |
| Evidence | Shelf image and observation notes |
| Likely cause | Replenishment not completed (unconfirmed) |
| Priority | High: priority SKU during promotion |
| Owner | Store operations contact |
| Next action | Check backroom stock and replenish where authorized |
| Due | End of agreed campaign action window |
| Status | Triaged |
| Verification | Recheck shelf presence after action |
State model
Detected -> Triaged -> Actioned -> Verified closed, with separate paths for Authorized exception, Not reproducible and Reopened.
Weekly quality test
- All critical issues have owners.
- Overdue items have a named next step, not just another reminder.
- Closure evidence demonstrates the shelf or campaign state changed.
- Similar problems are grouped for root-cause review.
- Safety issues follow appropriate immediate escalation procedures.