Field notes
Piloting Dashboards in Four Branches Before Network Rollout
A field pattern for choosing pilot branches so Bangkok head office learns something real before scaling views nationwide.
Four branches is enough for a meaningful pilot if you deliberately mix formats: one high-volume urban counter, one suburban with strong Saturday traffic, one upcountry with thinner staffing, and one flagship with more specialised desks.
Give each pilot manager two weeks of shadow use before collecting formal feedback. Early comments are often about colour and labels; later comments reveal missing filters such as ‘exclude private-banking lounge tickets’.
Capture every requested filter in a shared log. Promote only the filters that appear in at least two branches. Single-branch requests belong in a local worksheet, not in the network view.
End the pilot with a joint session between MIS and operations. Agree which metrics are frozen for six months. Constantly shifting definitions during rollout destroy trust faster than a missing chart.