When I was in college, I couldn’t close the front door to my dorm room. The wooden door swelled in the August heat. Multiple maintenance requests were made, and yet, weeks later, the problem remained unresolved.

I went door to door to every room and found out how long people were waiting to have their urgent maintenance requests resolved. As it turns out, there was a process problem. I bypassed the usual channels and went with my list straight to the head of campus residences. After all, the process clearly wasn’t working for anyone.

You might be wondering, what does this have to do with the C-suite? The truth is, this experience mirrors what is happening in nearly every organization. Those at the top are often not aware of what’s going on below. It’s not that they don’t care. They just

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