The Wheel of Death

Prints

The Wheel of Death is a handy and simple tool to help prioritise issues and where to spend time fixing things.

I learned it from the domain of customer service. It's used something like this:

Keep track of customer issues that you encounter each week by tagging them.
At the end of the week, tally up the responses and produce the Wheel of Death to see the highest volume of questions or issues taking up the team's time.
Use the Wheel as part of a conversation about where the company should focus to improve the experience and save time for the team and customers.

The proportion of issues is only part of the story, and other factors like how critical the issue is, how much time it takes to resolve it, and how much work it is to make it go away will all be part of the decision.

I learned it from working with a talented head of customer experience as we worked on fixing support issues, though don't confine its use to that. I find "the Wheel of Death" a name that sticks with me, but it could also be called the Wheel of Fortune. If you focus on the Wheel for a spell, it's hard for things not to improve.

Worth bearing in mind that in its form as a pie chart, you'll need to combine it with volume or time metrics, or it can look like you're not making progress.

I revised this sketch slightly from the original

Published 18 Feb 2024

A weekly sketch by email

Learn something new in a sketch each Sunday

Get the book!
Big Ideas Little Pictures

Prefer to listen?
Try the podcast

Sketchplanations is ad-free
thanks to supporters like you.See more on Patreon

Keep exploring

Square cube law illustration with volume increasing faster than length and an elephant, an ant carrying a giant leaf and a child on the monkey bars as examples

Watch for the lie factor

Brenda Ueland quote: What is the purpose of existence but to discover truth and beauty and share it with others? showing a person finding a flower, painting it, and then enjoying seeing others experience the same emotions they did

Discovering Truth and Beauty and Sharing it with others

For years, I’ve wondered at how as a kid I found the monkey bars in a playground (often a jungle gym in the US) so much easier to swing on than I do as an adult. And I see our kids swinging around easily on them, while now it’s hard for me just to hang off them. The reason why is partly to do with the square-cube law. The square-cube law is the deceptively simple observation that as you scale up dimensions — say, as you get taller — then area of the object increases proportional to the square of the length, while volume increases proportional to the cube of length. This fundamental relationship has enormous significance in the sizes and shapes of animals and the limits of how big trees can get and how big we can build our bridges and buildings. Because the strength of our bones, muscles or wooden beams is proportional to their cross-sectional area, this means that while the strength of a larger object, assuming the same proportions as the smaller one, increases according to the square of a length, the weight (from the volume it takes up) increases according to the cube of a length. So, relative strength decreases as size increases. Some corollaries are therefore that children’s small size relative to the area of their muscles and bones makes them relatively stronger than adults and so they can more easily support their weight as they swing on the monkey bars. In the same way, press ups are harder for bigger people than they are for smaller. And while an ant has tiny spindly legs, those legs could easily support 50 other ants of its size, whereas for an elephant to support its own weight it needs chunky legs — not spindly ones — and there’s no chance it could get close to carrying 50 other elephants on its back. It’s also part of the reason short trees can be spindly, but big sequoias have relatively chunkier trunks, and we need increasingly strong materials to build bigger and bigger skyscrapers compared to the shed in your garden. Galileo discussed this back in 1638, and it still requires some getting your head around today. For this and other fascinating insights of scaling check out Scale, by Geoffrey West. Also see: Buoyancy…For years, I’ve wondered at how as a kid I found the monkey bars in a playground (often a jungle gym in the US) so much easier to swing on than I do as an adult. And I see our kids swinging around easily on them, while now it’s hard for me just to hang off them. The reason why is partly to do with the square-cube law. The square-cube law is the deceptively simple observation that as you scale up dimensions — say, as you get taller — then area of the object increases proportional to the square of the length, while volume increases proportional to the cube of length. This fundamental relationship has enormous significance in the sizes and shapes of animals and the limits of how big trees can get and how big we can build our bridges and buildings. Because the strength of our bones, muscles or wooden beams is proportional to their cross-sectional area, this means that while the strength of a larger object, assuming the same proportions as the smaller one, increases according to the square of a length, the weight (from the volume it takes up) increases according to the cube of a length. So, relative strength decreases as size increases. Some corollaries are therefore that children’s small size relative to the area of their muscles and bones makes them relatively stronger than adults and so they can more easily support their weight as they swing on the monkey bars. In the same way, press ups are harder for bigger people than they are for smaller. And while an ant has tiny spindly legs, those legs could easily support 50 other ants of its size, whereas for an elephant to support its own weight it needs chunky legs — not spindly ones — and there’s no chance it could get close to carrying 50 other elephants on its back. It’s also part of the reason short trees can be spindly, but big sequoias have relatively chunkier trunks, and we need increasingly strong materials to build bigger and bigger skyscrapers compared to the shed in your garden. Galileo discussed this back in 1638, and it still requires some getting your head around today. For this and other fascinating insights of scaling check out Scale, by Geoffrey West. Also see: Buoyancy

Newer

RRandom

Older