One Step Higher

A common management mistake is to correct a problem at one level without reviewing what occurred at the next highest level that may have led to or encouraged the problem.

Thus, the first-line supervisor is sacked but no one reviews how that person's manager supervised the supervisor. "He didn't work out" or "She didn't make the numbers" doesn't answer the questions of "Why was this person hired in the first place?" and "Was what caused the problem preventable?"

This doesn't mean a negative tone or review. A more positive After Action review is crucial lest managers become wary of signing off on any corrective actions for fear of placing their own actions within disciplinary range. There are patterns, however, that can be troubling and which cry out for investigation. There should also be sufficient review prior to significant actions, such as terminations, so unjustifiable decisions can be stopped.

It has been noted that organizations are designed to get the results that they get. An impersonal review of "What went wrong?" rather than "Who did wrong?" will produce far better results in the long run and yet there is a powerful temptation to find a culprit. Unfortunately, sometimes the poor performer is being blamed by someone whose own performance is questionable.