Friday Forward - Passing Bucks
Good article of the bureaucracy of processes resulting in “not my problem” and general lack of problem-solving initiative in many. A simple solution overlooked and buck-passed resulting in terrible optics and inconvenience for an airline customer. Is it possible to have solid processes and “permission” for employees to take initiative and solve customer problems?
Leaders should foster a culture where people are rewarded for getting the right outcome (finding the bag), rather than just following established processes. Taking ownership isn't about accepting blame; it’s about giving the other person the confidence that someone cares about their problem and will work on their behalf. Showing responsibility for problem solving is almost always a virtue. (View Highlight)