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}, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0029", "domain": "D5", "parent": "proc_daily_close", "type": "failure_signal", "statement": "New employees routinely fail to document overcharges at the register, causing the till to appear significantly over at close with no paper trail explaining the surplus.", "rationale_ref": null, "conditions": "new employee operates the register and accidentally charges a customer too much", "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0030", "domain": "D5", "parent": "role_bread_baker_prepper", "type": "fact", "statement": "The bread baker and prepper is an irreplaceable employee who understands ordering and is the key person keeping operations running when most of the workforce is unavailable — particularly during school periods when most employees are in school.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0031", "domain": "D5", "parent": null, "type": "failure_signal", "statement": "If the owner were absent for a month, employee scheduling and payroll would break down first, followed by vendor invoice payment — no one else currently owns any of these processes.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0032", "domain": "D5", "parent": "role_owner", "type": "fact", "statement": "The owner must personally remain on call at all times to cover shifts when employees call in sick or are otherwise unable to work.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0033", "domain": "D6", "parent": "kpi_food_cost_ratio", "type": "fact", "statement": "The most important metric the owner monitors is food cost as a percentage of revenue, tracked as a historical trend over time rather than a single point-in-time snapshot.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0034", "domain": "D6", "parent": "kpi_food_cost_ratio", "type": "judgment", "statement": "Both a food cost ratio that is too high and one that is too low signal a problem: too high indicates waste, theft, or food giveaways; too low indicates employees skimping on portions. The target is a consistent ratio within the franchise-defined range.", "rationale_ref": "atom_0035", "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0035", "domain": "D6", "parent": "kpi_food_cost_ratio", "type": "rationale", "statement": "A consistent food cost ratio signals consistent portion sizes and product quality — deviating in either direction means the sandwich is not being made to standard, which undermines the shop's core promise of a reliable, consistent product.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0036", "domain": "D6", "parent": null, "type": "fact", "statement": "The owner regularly tracks three core metrics: food cost, labor cost, and revenue. The franchise provides specific target ranges for food cost and labor cost as a percentage of revenue.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0037", "domain": "D7", "parent": "proc_daily_close", "type": "tacit_signal", "statement": "A till surplus of roughly $200 on a day that felt slow is most likely an undocumented overcharge rather than genuine extra sales; cross-checking the hourly charge breakdown in the register will usually confirm it.", "rationale_ref": null, "conditions": "till is significantly over and the day did not feel particularly busy", "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0038", "domain": "D7", "parent": "proc_daily_close", "type": "tacit_signal", "statement": "A till that is short with no overcharge documentation and no identifiable explanation is an early warning sign of employee cash theft.", "rationale_ref": null, "conditions": "till is short and no documented overcharges can account for the shortfall", "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "inferred", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [ "gap_022" ] }, { "id": "atom_0039", "domain": "D6", "parent": "kpi_food_cost_ratio", "type": "tacit_signal", "statement": "High food cost relative to revenue when waste and spoilage are at normal levels — not elevated — specifically points to employee food theft or giveaways rather than over-ordering or spoilage problems.", "rationale_ref": "atom_0040", "conditions": "food cost percentage is elevated but measured waste and spoilage are normal", "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0040", "domain": "D7", "parent": "kpi_food_cost_ratio", "type": "rationale", "statement": "The owner lived through this exact scenario: food cost was high but measured waste was low. After installing cameras, it was confirmed that employees were giving away food, directly validating the high-food-cost-plus-low-waste combination as a theft/giveaway signal.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0041", "domain": "D7", "parent": "proc_daily_close", "type": "tacit_signal", "statement": "A pattern of frequent, consistent overcharge entries at similar dollar amounts (e.g., $20–$50 repeatedly across a shift or across multiple shifts) is more suspicious than random-sized entries — it may indicate an employee methodically skimming cash while appearing to document everything correctly.", "rationale_ref": null, "conditions": "overcharge entries are unusually frequent and consistent in amount", "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0042", "domain": "D7", "parent": "proc_daily_close", "type": "failure_signal", "statement": "The hardest theft pattern to detect is an employee who systematically documents overcharges as cover for cash skimming — the paperwork looks clean, so the theft is difficult to catch early and requires cross-shift pattern analysis to surface.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] }, { "id": "atom_0043", "domain": "D3", "parent": "proc_vendor_ordering", "type": "rationale", "statement": "Cisco's customer support is difficult to reach by phone, making email the only viable channel for resolving order exceptions — though the email response is slow and inconvenient.", "rationale_ref": null, "conditions": null, "source": { "speaker": "owner", "speaker_mode": "first_hand", "interview_id": "b711c409-ad0e-4a5a-8379-d986dc2ba56a", "timestamp": null }, "confidence": "stated", "last_verified": "2026-07-29", "status": "active", "supersedes": null, "linked_gaps": [] } ], "gaps": [ { "id": "gap_001", "kind": "missing_backup", "target": "proc_daily_close", "question": "If the person who handles Daily Close and Cash Handling disappeared for a month starting tomorrow, who could step in — and what would they need to know?", "priority": "high", "priority_reason": "missing_backup is always high", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_002", "kind": "missing_exception_knowledge", "target": "proc_daily_close", "question": "What's the messiest Daily Close and Cash Handling situation you've had to handle, and what did you do?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_003", "kind": "missing_backup", "target": "proc_bread_baking", "question": "If the person who handles Morning Bread Baking and Food Preparation disappeared for a month starting tomorrow, who could step in — and what would they need to know?", "priority": "high", "priority_reason": "missing_backup is always high", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_004", "kind": "missing_exception_knowledge", "target": "proc_bread_baking", "question": "What's the messiest Morning Bread Baking and Food Preparation situation you've had to handle, and what did you do?", "priority": "high", "priority_reason": "revenue_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_005", "kind": "missing_failure_signals", "target": "proc_bread_baking", "question": "What's the most expensive way Morning Bread Baking and Food Preparation has ever gone wrong, and what was the earliest sign?", "priority": "high", "priority_reason": "revenue_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_006", "kind": "missing_owner", "target": "proc_customer_order_taking", "question": "Who actually does Customer Order Taking and Payment today, and is that their job or just habit?", "priority": "high", "priority_reason": "revenue_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_007", "kind": "missing_backup", "target": "proc_customer_order_taking", "question": "If the person who handles Customer Order Taking and Payment disappeared for a month starting tomorrow, who could step in — and what would they need to know?", "priority": "high", "priority_reason": "missing_backup is always high", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_008", "kind": "missing_failure_signals", "target": "proc_customer_order_taking", "question": "What's the most expensive way Customer Order Taking and Payment has ever gone wrong, and what was the earliest sign?", "priority": "high", "priority_reason": "revenue_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_009", "kind": "missing_backup", "target": "proc_scheduling", "question": "If the person who handles Employee Scheduling disappeared for a month starting tomorrow, who could step in — and what would they need to know?", "priority": "high", "priority_reason": "missing_backup is always high", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_010", "kind": "missing_failure_signals", "target": "proc_scheduling", "question": "What's the most expensive way Employee Scheduling has ever gone wrong, and what was the earliest sign?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_011", "kind": "missing_backup", "target": "proc_payroll", "question": "If the person who handles Payroll Processing disappeared for a month starting tomorrow, who could step in — and what would they need to know?", "priority": "high", "priority_reason": "missing_backup is always high", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_012", "kind": "missing_failure_signals", "target": "proc_payroll", "question": "What's the most expensive way Payroll Processing has ever gone wrong, and what was the earliest sign?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_013", "kind": "missing_backup", "target": "proc_invoice_payment", "question": "If the person who handles Vendor Invoice Payment disappeared for a month starting tomorrow, who could step in — and what would they need to know?", "priority": "high", "priority_reason": "missing_backup is always high", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_014", "kind": "missing_failure_signals", "target": "proc_invoice_payment", "question": "What's the most expensive way Vendor Invoice Payment has ever gone wrong, and what was the earliest sign?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_015", "kind": "unverified_inference", "target": "atom_0019", "question": "I took away: \"New hires are excluded from operating the cash register because they have not yet established the trust required for cash handling and represent an elevated theft and error risk.\" — did I get that right? When would it not apply?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_016", "kind": "missing_rationale", "target": "atom_0021", "question": "You said \"Employees may void a transaction and create an overcharge entry without owner approval, provided the till ties out at close.\" — why is that the rule? What happened, or what would happen without it?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_017", "kind": "missing_rationale", "target": "atom_0022", "question": "You said \"A till that is short with no overcharge entries to explain the shortfall must always be escalated to the owner — employees cannot resolve this independently.\" — why is that the rule? What happened, or what would happen without it?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_018", "kind": "missing_rationale", "target": "atom_0023", "question": "You said \"Any significant cash handling issue — such as insufficient change available for the next day — must be escalated to the owner.\" — why is that the rule? What happened, or what would happen without it?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_019", "kind": "missing_rationale", "target": "atom_0024", "question": "You said \"Employees may place orders up to $1,000–$2,000 without owner sign-off, but only if the owner has explicitly identified them as sufficiently responsible; the owner typically handles ordering personally.\" — why is that the rule? What happened, or what would happen without it?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_020", "kind": "unverified_inference", "target": "atom_0025", "question": "I took away: \"When an employee calls in unable to work, the owner decides case-by-case how to cover the shift — this is a recurring decision that has not yet been formalized into a standing coverage rule.\" — did I get that right? When would it not apply?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_021", "kind": "missing_rationale", "target": "atom_0026", "question": "You said \"When the shop runs out of a small item during service, employees should purchase it themselves on the spot without calling the owner for authorization.\" — why is that the rule? What happened, or what would happen without it?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_022", "kind": "unverified_inference", "target": "atom_0038", "question": "I took away: \"A till that is short with no overcharge documentation and no identifiable explanation is an early warning sign of employee cash theft.\" — did I get that right? When would it not apply?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_023", "kind": "undefined_reference", "target": "atom_0013", "question": "What is the specific email address for Cisco's customer support team that employees should use when an order exception arises, and where is it documented so new employees can find it?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_024", "kind": "contradiction", "target": "atom_0018, atom_0021", "question": "You said new hires never handle the cash register (atom_0018), but you also said employees can independently void transactions and create overcharge entries (atom_0021). Are new hires excluded from all register functions including voiding transactions, or does the 'never handle the register' rule only apply to operating it as the primary cashier during service?", "priority": "high", "priority_reason": "contradiction is always high", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_025", "kind": "undefined_reference", "target": "role_bread_baker_prepper", "question": "Who covers bread baking and morning food prep if the bread baker and prepper is sick or otherwise unavailable — is there a trained backup, and if not, does the shop open without fresh bread that day?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_026", "kind": "undefined_reference", "target": "kpi_food_cost_ratio, kpi_labor_cost_ratio", "question": "What specific percentage ranges does your franchise define as the healthy targets for food cost and labor cost as a percentage of revenue?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_027", "kind": "undefined_reference", "target": "atom_0024", "question": "How do you determine which employees are responsible enough to be delegated ordering authority up to $1,000–$2,000 — is there a specific tenure threshold, a performance test, or is it based solely on your personal judgment in the moment?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_028", "kind": "undefined_reference", "target": "proc_scheduling", "question": "What is your actual scheduling process — what tool or system do you use, how far in advance do you build the schedule, and are there any standing rules about minimum staffing levels?", "priority": "low", "priority_reason": "internal process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" }, { "id": "gap_029", "kind": "undefined_reference", "target": "proc_payroll", "question": "What system do you use for payroll, and is there anyone besides you who knows how to run it if you were unavailable?", "priority": "medium", "priority_reason": "cash_touching process", "status": "open", "created_by": "interview_engine", "created_at": "b711c409-ad0e-4a5a-8379-d986dc2ba56a" } ], "interviews": [ "b711c409-ad0e-4a5a-8379-d986dc2ba56a" ], "pack_health": { "atom_count": 43, "confirmed_rules": 6, "open_gaps": 29, "spof_count": 6, "domains_touched": 7 } }