As argued in a previous post, don’t even try to make 100% correct decisions in a BPO or IT outsourcing context. It’s just not possible, given the complexity, fast pace, etc.
When an issue arises, and for example your superiors are not available for consultation, you basically have two options:
1. Act
2. Don’t act and see what happens
If you act, assuming you are pretty confident about your decision and it turns out to be correct, you may be recognized as the hero of the day.
If you act, you may run the risk of making the wrong decision. But at least you tried. In any healthy company you will be applauded for taking the risk. As long as you can demonstrate your sound thought process and your attempts to consult with experts or superiors.
If you don’t act, you might be questioned why you allowed the issue to exacerbate. Again, assuming a healthy company that fosters taking responsibility. Less healthy companies may prefer inertia.
Of course, don’t make rash decisions if you are not reasonably confident. But bear in mind that not acting may have downsides as well.
Apologizing afterwards rather than seeking permission beforehand is what I have learned from a seasoned project manager many years ago. He told me jokingly he sometimes had to undergo some flogging by senior management, but after that all was fine.
Indecision is sometimes worse than taking the wrong decision. Sometimes you need to be bold. Time might be of the essence. Especially in big companies there are so many management layers that there will always be someone to second-guess you.
When I started working for a new client I took a number of decisions that my client was not happy with. She told me she was not angry with me but asked me to consult with her first 😊. This happened twice. After that we had finetuned our collaboration and she became one of the best clients of my career.
I appreciate if you are at an earlier stage in your career and you may think “thanks for the advice, but no thanks, I am not going to risk my job by executing this tip”. And of course you need to think through carefully before following this advice.
Don’t take my word for it. But you might be convinced by reading this. It includes US rear admiral Grace Hopper who was of the opinion that “it’s much easier to apologize than to get permission”.
In a later post I will break down the steps of this concept. In the meantime you can reach out to me for clarifications.
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