We agreed to implement AI-powered operations to streamline our customer onboarding, but my VP of Operations is quietly permitting their team to run their legacy manual processes because they do not trust the new technology. How do we force operational alignment and eliminate this split system?

Question

Tyler Smith · Accepted Answer

A split operational system is a massive drain on efficiency and kills your scalability. If your VP of Operations is quietly bypassing your agreed-upon AI-powered workflows, they are actively undermining your strategy and stalling your journey toward exit readiness.

First, you must address this in your weekly Level 10 Meeting™ as a structural and trust issue. Bring the onboarding process to the table and use IDS® to identify why the manual bypass is happening. Is it because the AI tool genuinely lacks a critical step, or is it simply a fear of change and lack of trust in the technology?

If there are legitimate technical gaps, address them. If it is simply resistance to change, you must hold your VP of Operations accountable. They must GWC™ their seat, which now includes running an AI-powered operation. They cannot run a shadow process because it feels safer.

Document the new AI-driven onboarding workflow as our one official way of doing things using the 3-Step Process Document tool. Once the process is documented and approved, it is non-negotiable. Every leader must commit to executing the process consistently. If your VP of Operations refuses to align and continues to allow legacy manual processes, they are no longer a fit for the seat. You cannot scale a modern business with a leadership team that is anchored to the past.