[OA.BCL.5] Establish clear escalation paths and encourage constructive disagreement

Category: FOUNDATIONAL

Optimize issue resolution by establishing clear escalation paths and making it part of every team's norms. Define and communicate processes for how and when to escalate issues, and identify the individuals or groups responsible for making decisions. The escalation process should be documented, data-driven, and shared broadly so that everyone is aware of the steps involved. Encourage open communication and a culture of constructive disagreement, where team members can respectfully challenge decisions while still committing to a strategy as a team once a decision has been made. Escalation should not be feared, but instead expected to be frequent and fully supported by leadership. Once a decision is made through the escalation process, everyone should commit to the decision that is made.

Introduce the concept of the Andon cord, inspired by Toyota's manufacturing process and adopted by companies like Amazon, as an actionable step to help team members raise concerns and stop processes when problems arise. The Andon cord serves as a mechanism for team members to escalate issues quickly, addressing problems promptly and effectively.