A new way of making decisions was necessary, so I redesigned my command chain, replacing nodes with groups… simple not?
Maybe not, let me show you a picture:
The schema is simple but how does it works?
Each Operation Manager is specialized in his project but gets a good knowledge of the other two, so their visions start widening until close to the whole service and the Service Manager puts what is missing.
The group can now brainstorms about new processes, and when a decision is taken each Operation Manager brings the changes to his Team Leaders, using the same schema (if needed).
The new schema is more fault tolerant, because every Operation Manager is a backup of the other two, and the group thinks very close to the Service Manager, so if a member is missing (for a short time) the others can do the job.
What I don’t tell you, is that you need a target-oriented leadership and well measured processes, to let your Opertion Managers find out the right solution for your problems and let you monitor if the whole service works.