What do you do if your Service Operations decision-making needs improvement through delegation?

3 Match the decision to the person

Another key factor for successful delegation is choosing the right person for the right decision. You need to consider the skills, knowledge, experience, and motivation of your team members and match them to the complexity, urgency, and impact of the decision. You also need to balance the workload and the development opportunities among your team members. You can use tools such as a skill matrix, a competency framework, or a 360-degree feedback to assess and develop your team members.

4 Delegate authority and accountability

Delegation is not just about assigning tasks, it is also about empowering your team members to make decisions independently and confidently. You need to delegate not only the responsibility, but also the authority and the accountability for the decision. This means that you need to trust your team members, avoid micromanaging, and respect their choices. You also need to hold them accountable for the results, both positive and negative. You can use tools such as a delegation log, a feedback form, or a performance review to track and measure the delegated decisions.

5 Review and improve

Delegation is not a one-time event, it is an ongoing process that requires constant review and improvement. You need to monitor the progress and the outcomes of the delegated decisions and provide regular feedback, coaching, and recognition to your team members. You also need to reflect on your own delegation skills and identify areas for improvement. You can use tools such as a feedback loop, a self-assessment, or a learning plan to review and improve your delegation skills.

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?