FOUR BELLS LEARNING DESIGN

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Hollow Road Provisions is not a real company

Sample deliverable — Decision job aid

Not everything needs a procedure. Some things need a poster.

A shift lead getting a complaint at the register doesn't have four minutes to find the right SOP and read it. They need one glance and a decision. This is the kind of document that hangs by the phone — built to answer one question fast, not to be studied.

Sample document — Hollow Road Provisions is not a real company Prepared by Four Bells Learning Design

Hollow Road Provisions

QRG-014Product Complaint Triage

Posted at the register and by the kitchen phone. Follow one path to the end — don't skip ahead.

View printable job aid (PDF) →
  • A customer or store contact says a jar tastes off.

    • Ask

      Any signs of spoilage?

      • Bulging or popped lid
      • Off or sour smell
      • Visible mold
      • Fizzing or cloudy liquid
      • Yes, any of these

        Safety hold

        1. Do not taste it.
        2. Pull every jar from that lot code, not just the one reported.
        3. Tag the lot DO NOT SELL and move it to the quarantine shelf.
        4. Call the Production Lead before doing anything else.
      • No, none of these

        Ask

        Has more than one complaint come in on this same lot code?

        • Yes, same lot

          Quality investigation

          1. Record the lot code from the complaint.
          2. Retrieve the retained sample and production record for review by the Production Lead.
          3. Check the ingredient and recipe log for that production date.
          4. Report findings to the Production Lead within 24 hours.
        • No, isolated

          Log and replace

          1. Apologize and offer the standard replacement or refund.
          2. Log the complaint with the date, lot code, and what they described.
          3. No further action needed — unless a second complaint names the same lot.
Stop — safety issue, act first Look into it — pattern, not emergency Log it — isolated, keep moving

What this sample is doing

One question at a time

Nobody reads a paragraph mid-shift. Each node asks exactly one thing, and the answer is either obvious from what's in front of them or a short checklist away.

Color backs up the label, not the reverse

Color reinforces the decision — it doesn't replace it. Each card is labeled in plain language: Safety Hold, Quality Investigation, Log and Replace. The color makes the right path easier to spot at a glance; the label is what actually tells the worker what happens next.

Every path ends in an action

No branch of this tree ends in "use your judgment." Each one ends in a short, specific list of what to actually do next.

Different job, different format

The sample SOP is read once, carefully, before the work starts. This is read in five seconds, mid-task. When the work is a skill, not a decision, sometimes the right deliverable is a room — see the sample training package. And when it's a whole role changing hands, see the sample onboarding guide.

Talk about your documentation

Hollow Road Provisions is a fictional company created for this sample. The document is a demonstration of format and decision design — not food safety guidance. Real job aids are built against your operation and the calls your team actually has to make.