• 703.278.CORE (2673)
  • 11710 Plaza America Drive, Suite 2000 Reston, VA 20190
banner

Leading from the Core

Who’s Responsible for This?!

Posted on January 17th, 2013 by Randall Taussig

Are there certain, persistent issues inside your organization that just seem to linger? Maybe it’s missed quotas, customer complaints, budget issues or low employee morale, but whatever the problem, it never seems to get solved.

The culprit could be lack of accountability from your leadership team.

“Accountability” among leadership teams can be a slippery slope for entrepreneurs trying to run successful businesses – especially if it’s not absolutely, crystal clear who’s responsible for what in the organization.

This problem is usually systemic, but so is the solution. I suggest trashing the traditional Org Chart and replacing it with an Accountability Chart.

The Accountability Chart identifies the major functions of the business and the specific roles associated with each function. Only after this is crystal clear are people’s names added to the chart. In other words, you identify the essential “seats” in the organization first and then add the “right” people to those seats, not the other way around. The key is that only one person on your leadership team can be accountable for each function.

The value of this tool is that it puts the focus on accountability within key roles and responsibilities. Org Charts don’t provide the same level of clarity.

Let’s use an example to illustrate:

Imagine you own and run a commercial printing business with annual revenue of $5 million. You have 20 employees, including three people on your leadership team. Over the past three months, customer complaints have been trending up. You hold weekly staff meetings, but while everyone understands that this is an important issue and seems genuinely committed to resolving it, you don’t seem to make any progress.

Through the Accountability Chart, you identify the three main functions of the company and the key roles of each:

 

Sales/Marketing Finance Operations
Lead/Manage Team Lead/Manage Team Lead/Manage Team
Sales/Revenue Goal AR/AP Customer Service
Selling Budgeting Process Management
Marketing HR/Admin Work Order Completion
Sales/Marketing Process IT Quality Control

 

Then, we add the person accountable for each function:

Sales/Marketing: Kristine Smith
Finance: Bob Jenkins
Operations: Jerry Huntsman

So, if the issue plaguing your company is customer complaints, you can easily look at your chart and determine who is accountable for solving the problem.

Here’s a hint: It’s not the whole team.

You may be tempted (as most are) to say that everyone on the team is responsible for delivering good service. This is true, but if you want to see results, it’s also a problem.

When everyone is accountable, no one is accountable.

In this case, Jerry is responsible, because his name is in the “Operations” box. He owns this number on the company scorecard. When the issue comes up during your staff meeting, you can look straight at Jerry and ask, “Where do we stand with customer complaints, and what are you doing about it?”

Does that mean everyone else is off the hook for improving customer service?  Absolutely not! It just means that Jerry is ultimately accountable for fixing the problem, and he creates the team to solve it. This team could include his direct reports, some of his peers on the management team or even you – the CEO. But ultimately, he is responsible for implementing a solution and seeing it through.

Clear accountability leads to powerful results.

The next time you’re addressing a lingering problem, identify who is really responsible for solving it. If in doubt, it may be time to pull out (or create) that Accountability Chart!

4 Responses to “Who’s Responsible for This?!”

  1. Akia Garnett 18 January 2013 at 10:48 pm #

    This is a great article. It provides great insight, and then practical instructions for easy implementation. Love it! Keep going, and thinkBIG! -Akia Garnett, CEO for Brandbuilder (MasterYourBrand.com)

Leave a Reply

Your email address will not be published. Required fields are marked *

Subscribe to Our Newsletter

YOUR READING LIST

Is Your Organization Powered Up to Achieve Your Vision ?

Lesson #31: Leadership Lessons from the Cockpit
Posted on June 8th, 2021 by Randall Taussig Read more

The Power of the Debrief

Lesson #30: Leadership Lessons from the Cockpit
Posted on May 4th, 2021 by Randall Taussig Read more

Checklists are Critical to Business Success. Why Aren’t You Using Them?

Posted on April 6th, 2021 by Randall Taussig Read more

Incremental Changes are Key to Moving Your Business Forward

Lesson #29: Leadership Lessons from the Cockpit
Posted on March 2nd, 2021 by Randall Taussig Read more

Are You a GOOD Communicator, or a POWERFUL One?

Lesson #28: Leadership Lessons from the Cockpit
Posted on February 2nd, 2021 by Randall Taussig Read more

Mastering the Art and Science of Delegation

Posted on January 5th, 2021 by Randall Taussig Read more

Why Most Entrepreneurs Struggle Solving Issues and What to do About It!

Posted on December 1st, 2020 by Randall Taussig Read more

The Power of the Three-Year Picture

Posted on November 17th, 2020 by Randall Taussig Read more

What Business Leaders Can Learn From a Flight Debrief

Lesson #27: Leadership Lessons from the Cockpit
Posted on October 6th, 2020 by Randall Taussig Read more

Getting on the Same Page Leads to a Safe Flight and a Successful Business

Lesson #26: Leadership Lessons from the Cockpit
Posted on September 15th, 2020 by Randall Taussig Read more

Aviate, Navigate & Communicate Your Way Through Business Issues

Lesson #25: Leadership Lessons from the Cockpit
Posted on August 4th, 2020 by Randall Taussig Read more

Prepare Your Business for the Next Unknown

Posted on July 7th, 2020 by Randall Taussig Read more

My Engine Needs an Overhaul. Will You Still Fly With Me?

Lesson #24: Leadership Lessons from the Cockpit
Posted on October 16th, 2019 by Randall Taussig Read more

Can You Delegate Accountability?

Posted on August 14th, 2019 by Randall Taussig Read more

The Discipline of the “Organizational Checkup”

Posted on July 10th, 2019 by Randall Taussig Read more

Slow Down to Gain Clarity

Posted on June 21st, 2019 by Randall Taussig Read more

The 3-Strike Rule: When and How to Use

Posted on May 15th, 2019 by Randall Taussig Read more

How to Prepare for an EOS Implementation

Posted on May 1st, 2019 by Randall Taussig Read more

Are Your Resolutions DOA?

Posted on January 23rd, 2019 by Randall Taussig Read more

How to Survive Leadership Team Turnover

Posted on January 9th, 2019 by Randall Taussig Read more

Embracing “Solo” Time

Posted on December 13th, 2018 by Randall Taussig Read more

When Does a Level 10 Meeting Deserve a “10?”

Posted on November 28th, 2018 by Randall Taussig Read more

The Relentless Pursuit for “Clarity”

Posted on November 8th, 2018 by Randall Taussig Read more

Why do Some Rocks Feel Like Boulders? 

Posted on October 25th, 2018 by Randall Taussig Read more

Tips for Hiring Great People

Posted on October 10th, 2018 by Randall Taussig Read more

Do You Have the Right Leaders in Your Company?

Posted on September 19th, 2018 by Randall Taussig Read more

Leading in a 90-Day World

Posted on September 5th, 2018 by Randall Taussig Read more

3 Fallacies to Overcome to Scale Your Service-Based Business

Posted on August 15th, 2018 by Randall Taussig Read more

Do You Refuse to Delegate?

Posted on July 11th, 2018 by Randall Taussig Read more

Are You Plagued with People Issues or is it Just Bad Process?

Posted on June 21st, 2018 by Randall Taussig Read more

Get a Solid Structure – Then Add Great People

Posted on June 6th, 2018 by Randall Taussig Read more

Pilots and Controllers Know Their Roles. Do Your Employees Know Theirs?

Lesson #23: Leadership Lessons from the Cockpit
Posted on May 9th, 2018 by Randall Taussig Read more
Copyright: iqoncept / 123RF Stock Photo

Take a Break and Call Me in the Morning

Posted on April 4th, 2018 by Randall Taussig Read more

Are You Hiring the Right People?

Posted on March 7th, 2018 by Randall Taussig Read more

Does Your Leadership Team Speak the Same Language?

Lesson #22: Leadership Lessons from the Cockpit
Posted on February 21st, 2018 by Randall Taussig Read more

What’s a Thermostat Without the Thermometer?

Posted on December 27th, 2017 by Randall Taussig Read more

Holiday Decompression

Posted on December 13th, 2017 by Randall Taussig Read more

Are You Ready for Your “Missed Approach?”

Lesson #21: Leadership Lessons from the Cockpit
Posted on November 22nd, 2017 by Randall Taussig Read more
Copyright: iqoncept / 123RF Stock Photo

Strive for Greatness – Not Perfection

Posted on November 9th, 2017 by Randall Taussig Read more

Fail Fast…Recover Quickly

Posted on October 25th, 2017 by Randall Taussig Read more

What’s Your Number?

Posted on September 21st, 2017 by Randall Taussig Read more

Just Say “No” to Achieve Your Vision

Posted on September 7th, 2017 by Randall Taussig Read more

Is Your Business SIMPLE?

Posted on August 24th, 2017 by Randall Taussig Read more

How Well do You Lead and Manage Your People?

Posted on August 9th, 2017 by Randall Taussig Read more

3 Ways to Build Strong Accountability within Your Organization

Posted on July 19th, 2017 by Randall Taussig Read more

Entrepreneurship – It’s in Your Blood

Posted on July 5th, 2017 by Randall Taussig Read more

Clarity First – Commitment Second

Posted on June 21st, 2017 by Randall Taussig Read more

Is Your Organization Underpowered?

Lesson #20: Leadership Lessons from the Cockpit
Posted on June 1st, 2017 by Randall Taussig Read more

The Magic and Curse of the Autopilot

Lesson #19: Leadership Lessons from the Cockpit
Posted on March 29th, 2017 by Randall Taussig Read more

5 Reasons to Ditch Your Org Chart

Posted on March 15th, 2017 by Randall Taussig Read more

Visionary or Integrator in the Cockpit? Think “Sully!”

Lesson #18: Leadership Lessons from the Cockpit
Posted on March 2nd, 2017 by Randall Taussig Read more

The Art and Science of Resolving Company Issues

Posted on February 15th, 2017 by Randall Taussig Read more

2016 is Gone…Ready to “Reset?”

Posted on January 11th, 2017 by Randall Taussig Read more

Breaking Up is Hard to Do: Choose your Business Partners Wisely!

Posted on December 21st, 2016 by Randall Taussig Read more

Is Your Vision Shared by All?

Posted on December 7th, 2016 by Randall Taussig Read more

Want More Accountability? Let Go of the Vine!

Posted on November 2nd, 2016 by Randall Taussig Read more

Know When to Take Action and Pull the Chute

Lesson #17: Leadership Lessons from the Cockpit
Posted on October 5th, 2016 by Randall Taussig Read more

Good Problem Solving Is Like Flying Through the Eye of a Hurricane

Lesson #16: Leadership Lessons from the Cockpit
Posted on September 21st, 2016 by Randall Taussig Read more

Speak One Unified Language

Lesson #15: Leadership Lessons from the Cockpit
Posted on September 7th, 2016 by Randall Taussig Read more

The 5 Disciplines of the “Zen-Master Entrepreneur”

Posted on August 24th, 2016 by Randall Taussig Read more

When Relying on Instinct Just Isn’t Enough

Lesson #14: Leadership Lessons from the Cockpit
Posted on August 3rd, 2016 by Randall Taussig Read more

Define Partner Roles to Help Avoid a Divorce!

Posted on July 20th, 2016 by Randall Taussig Read more

Should a Visionary Run Your Company?

Posted on July 6th, 2016 by Randall Taussig Read more

Identify Obstacles BEFORE Takeoff

Lesson #13: Leadership Lessons from the Cockpit
Posted on June 8th, 2016 by Randall Taussig Read more

When Does Business Become Personal?

Posted on May 25th, 2016 by Randall Taussig Read more

Are Your Company Issues Too Big to Solve?

Posted on May 11th, 2016 by Randall Taussig Read more

Simplified Approach to Problem Solving

Posted on April 27th, 2016 by Randall Taussig Read more

Warning: Success Breeds Complexity

Posted on April 13th, 2016 by Randall Taussig Read more

Documenting Your Processes: Tedious…and Worth It!

Posted on March 30th, 2016 by Randall Taussig Read more

Your People Issues Start and End with the Leadership Team!

Posted on March 8th, 2016 by Randall Taussig Read more

Spatial Disorientation: Fatal in the Cockpit as Well as Your Business

Lesson #12: Leadership Lessons from the Cockpit
Posted on February 23rd, 2016 by Randall Taussig Read more

Does The Loudest Voice Get Your Attention?

Posted on February 9th, 2016 by Randall Taussig Read more

Impact with Ease – A Winning Combination

Posted on January 26th, 2016 by Randall Taussig Read more

Your “One Thing” in 2016

Posted on December 30th, 2015 by Randall Taussig Read more

Accountability. . . Is it Engrained in Your Company’s Culture?

Posted on December 15th, 2015 by Randall Taussig Read more

Is it Time To Push The “Pause” Button For Your Business?

Posted on November 25th, 2015 by Randall Taussig Read more

“Don’t Chase the Needle”: Words from my Flight Instructor that Translate to Business

Lesson #11: Leadership Lessons from the Cockpit
Posted on November 11th, 2015 by Randall Taussig Read more

The Power of Focus: Could It Backfire?

Posted on October 27th, 2015 by Randall Taussig Read more

Your Biggest Strengths Could Be Your Ultimate Weakness

Posted on October 13th, 2015 by Randall Taussig Read more

Is your team solving the real issues…or just the symptoms?

Posted on September 29th, 2015 by Randall Taussig Read more

The art of predicting for your business

Posted on September 2nd, 2015 by Randall Taussig Read more

Get Your Structure Right, Then Add People

Posted on August 19th, 2015 by Randall Taussig Read more

Don’t Confuse Issues With To-Do’s

Posted on August 5th, 2015 by Randall Taussig Read more

Successful partnerships require understanding roles

Posted on July 22nd, 2015 by Randall Taussig Read more

Are you running your business or is it running you?

Posted on July 8th, 2015 by Randall Taussig Read more

Your organization is smart, but is it healthy?

Posted on June 24th, 2015 by Randall Taussig Read more

Death by “To-Do’s”

Posted on June 10th, 2015 by Randall Taussig Read more

What’s the REAL issue?

Posted on May 27th, 2015 by Randall Taussig Read more

Vision Without Traction is Hallucination

Posted on May 13th, 2015 by Randall Taussig Read more

Can you really simplify a complicated business?

Posted on April 29th, 2015 by Randall Taussig Read more

Find Your Organization’s Core Genius and Bottle It!

Lesson #10: Leadership Lessons from the Cockpit
Posted on April 15th, 2015 by Randall Taussig Read more

The Fine Line Between Focus and Tunnel Vision

Lesson #9: Leadership Lessons from the Cockpit
Posted on March 25th, 2015 by Randall Taussig Read more

The Captain is Not a King

Lesson #8: Leadership Lessons from the Cockpit
Posted on March 11th, 2015 by Randall Taussig Read more

The art of saying “no”

Lesson #7: Leadership Lessons from the Cockpit
Posted on February 25th, 2015 by Randall Taussig Read more

Success can be boring

Lesson #6: Leadership Lessons from the Cockpit
Posted on February 11th, 2015 by Randall Taussig Read more

Warning: Flying by the seat of your pants can be hazardous to your health!

Lesson #5: Leadership Lessons from the Cockpit
Posted on January 28th, 2015 by Randall Taussig Read more

Are you a “heads-down” leader?

Lesson #4: Leadership Lessons from the Cockpit
Posted on January 14th, 2015 by Randall Taussig Read more

What’s your “one thing” in 2015?

Posted on December 31st, 2014 by Randall Taussig Read more

Find obstacles before they find you!

Lesson #3: Leadership Lessons from the Cockpit
Posted on December 17th, 2014 by Randall Taussig Read more

Using Checklists

Lesson #2: Leadership Lessons from the Cockpit
Posted on December 3rd, 2014 by Randall Taussig Read more

Committing to Your Destination

Lesson #1: Leadership Lessons from the Cockpit
Posted on November 12th, 2014 by Randall Taussig Read more

Leadership Lessons from the Cockpit

Posted on October 29th, 2014 by Randall Taussig Read more

The buck stops where?

Posted on October 15th, 2014 by Randall Taussig Read more

Is your business on the upswing?

Posted on October 1st, 2014 by Randall Taussig Read more

Running Your Business by the Numbers

Posted on September 17th, 2014 by Randall Taussig Read more

Should CEOs take vacation?

Posted on September 3rd, 2014 by Randall Taussig Read more

You have issues…

Posted on August 18th, 2014 by Randall Taussig Read more

The Simple Secret to Hiring Great People

Posted on August 16th, 2014 by Randall Taussig Read more

Foster Accountability and Stop Wasting Time in Meetings

Posted on July 22nd, 2014 by Randall Taussig Read more

What do Independence Day and Your Business Have in Common?

Posted on July 2nd, 2014 by Randall Taussig Read more

Does Your Organization Have a Pulse?

Posted on June 18th, 2014 by Randall Taussig Read more

Leading in a 90-Day World

Posted on January 8th, 2014 by Randall Taussig Read more

Clarify Structure BEFORE Adding People

Posted on November 13th, 2013 by Randall Taussig Read more

Take a Break and Call Me in the Morning

Posted on July 3rd, 2013 by Randall Taussig Read more

Do You Have Boats to Burn?

Posted on June 19th, 2013 by Randall Taussig Read more

Do You Expect Impeccable Service?

Posted on June 5th, 2013 by Randall Taussig Read more

Are You Losing Momentum?

Posted on May 29th, 2013 by Randall Taussig Read more

Will Your Next Quarter Be “Rock” Solid?

Posted on April 24th, 2013 by Randall Taussig Read more

The Value of “Solo” Time

Posted on April 11th, 2013 by Randall Taussig Read more

Do You Refuse to Delegate?

Posted on March 27th, 2013 by Randall Taussig Read more

Keeping Your Vision Alive

Posted on March 20th, 2013 by Randall Taussig Read more

Is Your Organization Smart and Healthy?

Posted on March 13th, 2013 by Randall Taussig Read more

Does Your Company Have a Strong Pulse?

Posted on March 6th, 2013 by Randall Taussig Read more

Pulling Together All the Parts of Your Business

Posted on February 27th, 2013 by Randall Taussig Read more

Hiring with Confidence

Posted on February 20th, 2013 by Randall Taussig Read more

To Tweet or Not to Tweet?

Posted on February 13th, 2013 by Randall Taussig Read more

It’s Just An “Issue”

Posted on February 6th, 2013 by Randall Taussig Read more

Who’s Really “Selling?”

Posted on January 30th, 2013 by Randall Taussig Read more

Supercharge Your Weekly Meetings

Posted on January 23rd, 2013 by Randall Taussig Read more

Who’s Responsible for This?!

Posted on January 17th, 2013 by Randall Taussig Read more

Somebody Got Uncomfortable

Posted on January 9th, 2013 by Randall Taussig Read more

Are Your Resolutions DOA?

Posted on January 2nd, 2013 by Randall Taussig Read more

Holiday Decompression

Posted on December 26th, 2012 by Randall Taussig Read more

Get Uncomfortable to Get Creative

Posted on December 19th, 2012 by Randall Taussig Read more

How Well Do You Predict?

Posted on December 12th, 2012 by Randall Taussig Read more

Do You Know Your Number?

Posted on December 4th, 2012 by Randall Taussig Read more

The Art of Going for It!

Posted on November 28th, 2012 by Randall Taussig Read more

Failing to SUCCEED

Posted on November 14th, 2012 by Randall Taussig Read more

Is Your Business SIMPLE?

Posted on November 7th, 2012 by Randall Taussig Read more

When Business is Personal

Posted on October 31st, 2012 by Randall Taussig Read more

Entrepreneurship – It’s In Your Blood

Posted on October 30th, 2012 by Randall Taussig Read more

Follow me on Twitter

Contact Info

11710 Plaza America Drive, Suite 2000 Reston, VA 20190

703.278.CORE (2673)

Subscribe to Our Newsletter

Quick Contact

Get in touch with Randy and his team