The Argument

A company can agree on a customer problem and still leave nobody with the authority to finish the repair. Each department meets its obligations; the customer waits for the permissions joining them. The company may also leave its future vague enough for conflicting departmental priorities to pass as one strategy.

The company should choose a shared direction that settles consequential choices. Ordinary decisions should then sit with the people responsible for a complete customer outcome, with the means to operate and change it…