I ran executive escalations for a long time. This is the most accurate description of that world I've read. Great read!
One add: the parallel company isn't improvised. It's staffed. A team, a budget, a playbook.
And the map you want gets drawn every day. Every escalation shows exactly what the frontline wasn't allowed to do. But we measured the team on resolution time, so the case closed and the map went with it. Drew it daily, threw it away nightly.
The desk existing at all is proof the company already knows how.
I ran executive escalations for a long time. This is the most accurate description of that world I've read. Great read!
One add: the parallel company isn't improvised. It's staffed. A team, a budget, a playbook.
And the map you want gets drawn every day. Every escalation shows exactly what the frontline wasn't allowed to do. But we measured the team on resolution time, so the case closed and the map went with it. Drew it daily, threw it away nightly.
The desk existing at all is proof the company already knows how.