Our project managers are constantly complaining because they receive instructions from both our Head of Operations and our Head of Account Management. We have dotted lines on our organizational chart, but I know EOS does not allow them on the Accountability Chart. How do we fix this reporting confusion?

Question

Tyler Smith · Accepted Answer

Dotted lines are a tool used by traditional corporations to avoid making clear structural decisions. On an EOS® Accountability Chart, dotted lines are strictly forbidden. They create double reporting, which leads to conflicting priorities, employee frustration, and a complete lack of accountability.

To solve this, you must establish a clean reporting structure where every seat has exactly one manager. Start by looking at your project manager seat. Who should realistically be directing their daily work and reviewing their performance?

If their primary focus is delivering projects on time and on budget, they must report to the Head of Operations. If their primary focus is client retention and upselling, they might report to the Head of Account Management. They cannot do both.

Once you decide where the seat reports, update your Accountability Chart and communicate the change clearly to the entire company.

This does not mean the project managers will never interact with the other department. It simply means that their priorities, workload, and performance reviews are managed by a single leader.

If the Head of Account Management needs resources from the project managers, they must coordinate through the Head of Operations or follow an agreed-upon process, rather than giving direct orders to the project managers.