Friction
Seventeen points. Every one that lands on the delivery centre was designed in Boston.
Seven of the seventeen originate in Boston. Three of those are felt eight thousand miles away by a team that had no part in designing any of them: no escalation route was named, no authority matrix was written, and corrections made in Boston never travel back. The six-hour daily overlap means the clock is not the explanation.
Every point sits in the layer where it originates, so the remedy lands in the right place. The column a point sits in is where the cause is, not where the pain is.
SkillThey do not know how yet.
Tool and environmentThe context blocks it, so the environment gets fixed first.
WillThey know how and are not doing it.
Where the design decision was made
People
6
Process
7
Platform
4
Fifty-eight reviewers have never managed work across a distance.
Not one of the 58 has previously supervised staff outside their own office. The integration plan assumed the review relationship was the same relationship with a longer cable. Sampled files show re-performance on 31 of 40 engagements, which is the behaviour of a reviewer who has no way to ask and no way to correct.
Answered by: Establish reviewer development for the 58 directors covering cross-site review
ACTIVATE