The Improvement Has No Owner
Use RACI to clarify accountable ownership across a cross-functional process.
BPM DECISION During a quote-to-cash redesign, every function owns a step and nobody owns the invoice being correct on day one. The project is green, but customers keep receiving credits and rebills. Which ownership move is strongest? Make every department jointly accountable for the whole process Weaker. Shared accountability often means no single person can make trade-offs or close gaps. Assign one accountable owner for the end-to-end output and keep step responsibilities explicit Strong. It preserves functional execution while giving the process a decision owner. Ask the PMO to chase all overdue actions because it is neutral Weaker. Coordination is…
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