Silent failure point

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

    Why it matters

    It's an expensive kind of failure to catch late, because the business is already behind by the time it learns about it.

    Related terms

    Promise integrity

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

    Operational choreography

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

    Source-of-truth discipline

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