When every decision needs the owner

When routine decisions repeatedly return to the owner, check decision authority before assuming the team lacks initiative. Record approval requests, define limits for a recurring decision and review exceptions.

Find where the work stops

A team member understands a customer complaint but cannot approve a replacement. The owner is in a meeting, so the customer waits. This illustrative situation can look like poor service even when the underlying problem is an approval rule.

Record one week of requests

List the approvals that come to the owner. Group them into purchases, discounts, complaints or other recurring categories. Note the delay and what information was needed. Use actual requests rather than a general impression that everything depends on you.

Define one decision

Choose a recurring category. Specify who can decide, under which conditions, within what limit and when escalation is required. Check that internal policies respect customer rights, contracts and applicable local rules.

Review without taking everything back

Keep a brief record of the decision, reason and relevant amount. Review exceptions weekly and refine the rules. Delegation still needs oversight, but oversight does not have to mean prior approval for every routine action.