Adding a team was the wrong strategic decision
a day ago
- #team-management
- #leadership-friction
- #sociotechnical-systems
- The author, an Engineering Manager, was surprised by the sudden addition of a new CX Tribe team without prior consultation.
- The new CX team was created to improve customer experience by developing a dashboard, but it reported outside the tribe's leadership, causing communication flaws.
- The team's approach using microfrontends did not align with leadership expectations or address the core issue of high ticket resolution times.
- The author's alternative approach involved developing internal, team-specific dashboards using simple HTML and training the CX team to use them, leading to faster ticket resolution.
- Despite initial friction with leadership and resource concerns, this strategy proved effective, achieving key OKRs and eventually leading to the disbandment of the CX Tribe team after 5 months.