The morning started like any other, but there was an odd frustration in the air. The Support Team Manager found himself stuck in the middle of a massive traffic jam, his car barely creeping forward. As he sat there, his thoughts wandered to the team, their ongoing struggles, and the constant delays that were beginning to affect everyone.
Every stop-and-go felt like a reflection of what was happening at work. Small obstacles were causing big delays, just like these minor accidents on the road. He couldn’t help but think about how much time was wasted waiting for approvals, and how the lack of clarity on who could make decisions was slowing everything down.
The thought lingered as he continued to watch the traffic, drivers hesitating to move, unsure whether to go ahead or wait for permission. This indecision was leading to further delays, just like at work. The team was often caught in the same trap—waiting for someone to give them the go-ahead before taking action. Just like me, he thought.
He shuddered with the premise that he had become the bottleneck for moving with speed just like the traffic ahead. Things won’t be able to move without him – for approvals and decisions!
If everyone knew when to act independently and when to seek approval, they could keep things moving smoothly. It hit him then—a simple solution could clear the bottleneck and speed things up: the team needed a clear set of rules to make decisions, just like the traffic rules that kept the roads in order. Simple but clear set of rules!
By the time he reached the office, the idea had been fully formed. He walked into the meeting room where the Admin Executive was already reviewing emails. “We’ve got another issue reported by the Dev Team,” the support lead said, eyes fixed on the screen. “They’re still complaining about delays, and the quality is slipping. We’re stuck waiting on approvals for everything.”
The Project Manager nodded thoughtfully, feeling a sense of relief that the issue had been identified. “I’ve been thinking about this a lot. You know how we’re stuck in traffic every morning? It’s like that for our team—we’re all waiting for the green light, unsure of when we can move. But what if we had a rulebook for decision-making? Something that tells us when to go ahead and when to stop and check?”
The support lead looked up, intrigued. “A decision map for the team?” “Exactly,” the Project Manager replied. “A system that’s clear—when can the team act independently, and when do they need to consult their Project Manager?” The support lead nodded slowly. “I see where you’re going with this. But how would we break it down?”
The Project Manager leaned forward and explained the concept. They began designing what would later be called the Intervention Matrix—a simple yet effective framework that would help the support team make decisions quickly and with confidence.
Decisions with High Severity and High Consequences would need approval from a Project Manager, like a red light in traffic. For decisions with Low Severity but High Consequences, the team could seek advice but wasn’t obligated to follow it. The same went for High Severity and Low Consequences. Only for Low Severity and Low Consequences decisions could the team move ahead without any consultation.
The matrix would divide decision-making into four categories based on the Severity and Consequences of the action.
Once the matrix was in place, things started to change almost immediately. The support team felt empowered to make decisions without hesitation, knowing exactly when they needed to involve their Project Manager and when they could act on their own. This clarity reduced delays and frustration.
The Dev Team noticed the improvement too. Deliverables were now arriving on time, and the quality of the work improved as a result of the quicker decision-making process.
The Project Manager, looking at the improved flow of work, couldn’t help but feel a sense of satisfaction. Just like traffic running smoothly when everyone follows the rules, the team had found its rhythm. No more bottlenecks, no more uncertainty.
Within just two months, the team’s decision-making speed increased, reducing effort by 25%
The impact of this change was immediate. Within just two months, the team’s decision-making speed increased, reducing effort by 25%. What had once been a tangled mess of unclear responsibilities was now a smooth, efficient process. The team no longer needed to wait for approval at every turn, and deliverables became timely and higher in quality.
The lesson was simple yet profound: when the rules are clear, everyone moves faster, and the journey becomes that much smoother. No more waiting for green lights. No more hesitations. The Project Manager had found the perfect way to empower the team and boost efficiency.
If your team is also struggling with delays, unclear decision-making, or wasted time, it might be time to try an Intervention Matrix. You’ll be surprised how much clarity can unlock greater speed and better results.
How do you think a clear decision framework could benefit your team? Share your thoughts with us below
