We have an issue where problems are getting bounced back and forth between our Sales departmental Level 10 Meeting and our Operations departmental Level 10 Meeting, with each team blaming the other and refusing to solve it. How do we break this cross-departmental ping-pong?

Question

Tyler Smith · Accepted Answer

When issues bounce between departmental Level 10 Meetings, you are dealing with a classic breakdown in accountability. The root cause is usually a lack of clarity on who actually owns the seat responsible for the final outcome. In EOS, we solve this by looking at the Accountability Chart, not by letting teams throw rocks over the wall.

First, the two department heads must sit down outside the meeting to define exactly where the handoff occurs. If they cannot agree, the issue must be escalated to the leadership team Level 10 Meeting™. The Integrator must then facilitate IDS® to identify the root cause. Do not let them debate symptoms. Look at the Accountability Chart and determine which seat owns the ultimate result.

Once ownership is established, that leader must take the issue back to their departmental Level 10 Meeting™ and solve it. If the issue requires collaboration, create a specific To-Do with a single owner who is responsible for coordinating the solution. The other department head can support, but only one name goes on the To-Do.

Stop allowing your teams to use departmental boundaries as shields. Every issue has a home on the Accountability Chart. Find that home, assign a single owner, and hold them accountable for bringing back a permanent solution.