ESTABLISHING METHODS FOR ESCALATION AND PROBLEM RESOLUTION
The leadership team or Product Management Governance Board that charters and sponsors the cross-functional product team must have a way for difficult issues to be surfaced and communicated to senior leadership if all avenues for resolution are exhausted. The team charter may have some basic rules—for example, customer issues require immediate attention, as do competitive challenges, and major technical problems.
Unfortunately, it is impossible to plan for unforeseen events. Therefore, senior leaders and cross-functional product team leads should, in their routine reviews, establish some indicators to signal “problems ahead.” Also, there needs to be a “hotline” to the sponsoring leadership ...
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