Overheard my COO say "we don't have process problems" during a standup

Last Tuesday we had our weekly ops sync and the COO said that line about not having process problems. I literally bit my tongue because our order fulfillment has a 12% error rate this quarter. We are still using a shared inbox for customer escalations and nobody owns the follow up. Last week a client waited 3 days for a response because three different reps thought someone else was handling it. I know for a fact our onboarding checklist hasn't been updated since 2021. Has anyone else dealt with leadership refusing to admit basic workflow gaps exist?

2 comments

2 Comments

oscarmurray15d ago

Start tracking the error rate and response times with actual numbers, then bring the data to your next 1:1 with your manager. Hard to argue with a spreadsheet showing the 12% error rate and 3-day response lag lol.

joseph_baker15d ago

That 12% error rate is annoying but is it actually hurting the bottom line? Three day response times are bad but if clients aren't leaving over it the COO might not see it as a priority. Shared inboxes suck but plenty of companies run on them without blowing up.