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" is a reference to the classic comedy routine by American comedy duo Abbott and Costello. In this context, it highlights the confusion that occurs when roles and responsibilities aren’t clearly defined in a product team. 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 that everyone knows their role in the process.

Symptoms

Unclear Ownership. Team members are unsure who is responsible for specific tasks or decisions. This leads to tasks being either duplicated or left incomplete.

Frequent Miscommunication. Without clearly defined roles, communication becomes chaotic, with team members giving conflicting instructions or working on overlapping tasks.

Missed Deadlines. Projects are delayed because no one is sure who is supposed to take the next step or make key decisions.

Escalation of Minor Issues. Problems that could be easily solved by a clear owner 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, 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 are unable to move forward due to unclear direction. This can lead to low morale and disengagement.. Without clear ownership, decisions are often delayed or made by the wrong people, leading to suboptimal outcomes.

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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 that everyone 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 to ensure that everyone is aligned and knows their role in the project.

Hold People Accountable. Create a culture of accountability where team members take ownership of their responsibilities and are held accountable for delivering on time.

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.