Teamwork, collective effort and engagement are praised when all goes to plan. Products (services) sell well, the margin is healthy, and there are virtually no signs of incoming issues. Suddenly the picture changes after customer complaint are reported, the production line has stopped, or the company failed the external audit. There is no one to be seen, but the Quality Manager left alone to face the challenge.

Why does the Team fail?

1. Roles are not clearly defined

I have always wondered why job descriptions are not readily available for everyone in the organisation. HR shares the details of the post with the outside world during the recruitment process. However, once the person gets hired the job spec is nowhere to be seen. Internal communication is limited to a short welcome note and description of the reporting line. It’s obvious what everyone is doing by glancing over the job title. Is that so?

2. Responsibilities are not communicated

Since job descriptions are nowhere to be found it makes it a lot easier for people to hide behind their imaginary scopes of responsibilities when it comes to problem-solving. Suddenly everyone is responsible for something else. No one could have done anything to prevent the issues. Well, Quality Manager could. That’s his job, isn’t it? Can you see where I am going with this?

3. Accountability is not questioned

The situation gets complicated when too many people are responsible for the same task. On top of that nobody is held accountable for the results. There is no chance of success in this type of environment.

4. QA Manager avoids confrontation

Very often Quality Managers accept the status quo. Instead of taking the opportunity to change the general approach to quality in the business they prefer to take the blame. They roll up their sleeves and get to work on the reported issue. Why not stand out and expect others to get involved? Why not question years of stagnation and old-fashioned management? Complaining to colleagues, even managers, will not make any difference. If this is your perception of escalation now you know, it’s wrong and ineffective. If you want to introduce change in the organisation start from yourself. Approach top management with concise data and analysis. Show the real picture and hint at benefits of change.

Start winning by using RACI

The principle of RACI is simple. All roles are defined using a matrix table. Once agreed and signed off it becomes a documented reference point whenever roles of individuals need to be clarified.

You can download a FREE RACI Template from the Premium Library. Click the link below to register and get instant access.