How do you avoid role conflicts and overlaps when using RACI in a cross-functional lean six sigma team?

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RACI is a powerful tool for clarifying roles and responsibilities in a lean six sigma project, but it can also create confusion and conflict if not used properly. RACI stands for Responsible, Accountable, Consulted, and Informed, and it defines the level of involvement and authority of each stakeholder in a task or decision. In a cross-functional lean six sigma team, where different departments, levels, and skills are involved, RACI can help align expectations, avoid duplication of work, and foster collaboration. However, it can also lead to role conflicts and overlaps if the RACI matrix is not clear, consistent, and communicated effectively. How do you avoid these pitfalls and use RACI to improve your team performance and project outcomes? Here are some tips to follow.

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1 Define the scope

Before you create a RACI matrix, you need to define the scope of your project and the tasks or decisions that need to be made. Use the DMAIC (Define, Measure, Analyze, Improve, Control) framework to identify the key deliverables, milestones, and measures of success for each phase of your project. This will help you determine the level of detail and complexity that your RACI matrix needs to cover, and avoid unnecessary or ambiguous tasks that can cause confusion and conflict.

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Matt Rebeiro

Strategic Advisor | Startup | Tech | Ops | Product | GTM Consultant | Marketing | SaaS | AI Process Automation Strategy | CEO Top Leadership Voice | Founder | COO | CPO | Toronto | New York | Vancouver | San Francisco |
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Consider DARE as an alternative to RACI as a way to drive more role clarity. Deciders Advisors Recommenders Executors Matt Rebeiro - Challenging the Status Quo #LeanSixSigma #lss #raci #dare #process

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Roberto Guerrero Gandia

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Implementing the RACI matrix is essential for successful cross-functional projects in Lean Six Sigma. Define the project scope and map stakeholders using the DMAIC framework to identify deliverables and milestones. Assigning roles through RACI eliminates ambiguity: -team members know their responsibilities (Responsible), - who approves the work (Accountable) - who is consulted (Consulted) - who is informed (Informed). Communicate the matrix and gather feedback to ensure alignment and commitment. Regularly review and adjust the matrix to maintain efficiency and cohesion. This approach improves clarity, accountability, and collaboration, reducing conflicts. #LeanSixSigma #RACI #ProjectManagement #IT #Leadership

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2 Identify the stakeholders

Next, you need to identify the stakeholders who are involved in or affected by your project and the tasks or decisions within it. Stakeholders can be internal or external to your organization, and they can have different roles, interests, and expectations. Use a stakeholder analysis tool to map out the key stakeholders, their power, influence, and interest in your project, and their potential impact on your project outcomes. This will help you decide who needs to be included in your RACI matrix, and how to prioritize their input and feedback.

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3 Assign the roles

Once you have defined the scope and identified the stakeholders, you can assign roles of Responsible, Accountable, Consulted, and Informed to each task or decision in your RACI matrix. Remember that Responsible means the person who does the work or makes the decision - only one should be assigned per task or decision to avoid duplication or confusion. Accountable means the person who approves the work or decision and is ultimately answerable for the results - there should also only be one Accountable per task or decision to avoid conflict or delay. Consulted means the person who provides input or advice to the work or decision - there can be more than one Consulted per task, but it should be kept to a minimum to avoid overload or noise. Lastly, Informed means the person who needs to be notified of the work or decision - there can also be more than one Informed per task, but they should be kept relevant and timely to prevent distraction or resentment.

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Justin Michaelson

Digital Transformation Strategist | Naval Training Systems SME | Workforce Leader | Mentor | Active Clearance |
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I believe that a RACI, when done properly aligns all of the team (internal and external) on who does what and what actions they must take. The Responsible, Accountable, Consult, and Inform (RACI) chart is a tremendous visualization and clearly lays out what the expectations are. Very useful and very fun to do as a working group. You’d be surprised how many times there may be an overlap with R/A. Having the team(s) together to help lay it all flat and agree is critical in the success of a long-term and/or broad scoped project.

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4 Communicate the matrix

In order to ensure that everyone understands their roles and responsibilities and agrees with them, it is important to communicate the RACI matrix to your team and other stakeholders. You can present it in a team meeting or workshop and invite questions and feedback. Additionally, you can share it in a document or spreadsheet and request confirmation and comments. Furthermore, you can display it in a visual or interactive format, such as a dashboard or chart. Lastly, make sure to update the RACI matrix regularly and notify the relevant stakeholders of any changes.

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5 Review and adjust

Monitoring the performance and satisfaction of your team and stakeholders is key to ensure your RACI matrix is up-to-date. If you observe any signs of role conflicts or overlaps, such as conflicting expectations, duplication of work, or delays in decisions, you should revisit the matrix and make the necessary changes. Additionally, it is important to communicate these changes and explain the reasons behind them in order to resolve any issues. Doing so will help you keep the RACI matrix dynamic to reflect the current state and needs of your project.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ashish Hota

Strategy @Philips | Ex Product Lead & Planning Leader | Global Supply Chain | Product Management
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To avoid conflicts within RACI, - Always define the purpose of the project or change - Seek Leadership help to create a sense of urgency for the broader audience - Always define primary, secondary and tertiary stakeholders to better manage prioritization - Primary and key stakeholders can be leveraged to sway members during overlap and conflict. - Ensure the scope statement and work breakdown structure is well define with action owners and timeline. Communication Plan and solid proof stakeholder analysis can help to avoid overlaps and scope creep during project life cycle.

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Tiffany Brewster

Your Personal Career Coach @ Human Workplace | Strategic Planning Facilitator | Program Director | Project Manager | Scrum Master
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One major point not discussed is that there should only be a single accountable person for any one part of the process as documented in the RACI. If there is shared accountability, there’s no real accountability. Additionally, I find it best to limit the number of responsible persons for a given step. Have as many consulted and informed people as is necessary.

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How do you avoid role conflicts and overlaps when using RACI in a cross-functional lean six sigma team?

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1 Define the scope

2 Identify the stakeholders

3 Assign the roles

4 Communicate the matrix

5 Review and adjust

6 Here’s what else to consider

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