CONTROLLING-BASICS5 MIN READ
Push Back on Over-Control
Use a control framework explicitly in a short workplace dialogue about small-test control.
Dana Ops owner DA A director proposes adding VP approval to every customer credit after two mistakes, and the frontline team says customers will suffer. The control conversation needs candor, not compliance theater. 2 exceptions 1 owner Plan-Do-Check-Act (PDCA) continuous improvement Use small-test control: objective, signal, cause, action. Name the control purpose before asking for correction. Open Safety Dana: I saw your note. Are we in trouble for the exceptions? How do you open? Diagnose Cause
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