TEAMS
Who's on First
How role confusion hinders product management teams
Universal Pictures | “The Naughtie Nineties” | Who’s on First? Abbot and Costello
They asked, "Who’s in charge of this task?"
But no one was sure who to ask.
Confusion abounds,
As roles run around,
And progress was left in the past.
"Who’s On First" refers to the classic comedy routine by American comedy duo Abbott and Costello. In this context, it highlights the confusion a product team's roles and responsibilities aren’t clearly defined. When team members don’t know who owns which tasks or decisions, it leads to delays, breakdowns in communication, and missed deadlines. Clear accountability is essential for ensuring that projects move forward efficiently and everyone knows their role.
Symptoms
Unclear ownership. Team members are unsure who is responsible for specific tasks or decisions. This leads to tasks being either duplicated or not completed.
Frequent miscommunication. Without clearly defined roles, communication becomes chaotic, with team members giving conflicting instructions or working on low-priority tasks.
Missed deadlines. Projects are delayed because no one is sure who is supposed to make key decisions or take the next step.
Escalation of minor issues. Problems that a clear owner could easily solve escalate up the chain because no one knows who has the authority to resolve them.
Consequences
Inefficiencies and delays. Lack of clarity leads to wasted time and resources as team members try to figure out who is responsible for what. This slows down product development and derails timelines.
Confusion in decision-making. Without clear ownership, critical decisions are often delayed or made by the wrong people, leading to suboptimal outcomes.
Increased conflict. Ambiguity around roles often results in misunderstandings and conflict between team members, as no one is clear on who is accountable for which tasks.
Frustrated teams. Team members become frustrated when they cannot move forward due to unclear directions, leading to low morale and disengagement.
Recommendations
Define clear roles and responsibilities. Ensure that every task, decision, and deliverable has a clear owner. Use RACI charts (Responsible, Accountable, Consulted, Informed) to assign responsibilities and make accountability visible to the entire team.
Establish decision-making protocols. Create clear guidelines for how decisions are made within the team. Ensure everyone on the team knows who has the final say in key decisions and empower the right people to make those calls.
Improve communication channels. Implement regular check-ins, status updates, and clear lines of communication so that everyone is aligned.
Hold people accountable. Create a culture of accountability where team members take ownership of their responsibilities to the product and the team.
In a product team, knowing who does what is essential to success. Role confusion leads to inefficiencies, frustration, and strategic misalignment. By clearly defining roles, setting up decision-making frameworks, and fostering open communication, product teams can work more efficiently, reduce bottlenecks, and ensure everyone knows exactly what to do—and who to go to—when the time comes to get things done.
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