Diagnosis
What did the signal hide?
- Product signal
- Escalated
- Relied-upon promise
- A capable owner is now responsible for the unresolved state.
- Reliance
- The customer waits because the product implies a stronger owner is now handling the issue.
- Carrier
- Queue transfer, escalation label, internal handoff, status notification.
- What must happen
- A receiving owner must accept responsibility, next action, authority, and repair path.
- Missing proof
- Evidence that a receiving owner accepted responsibility and next action.
- Betrayal
- The process records motion while the relying person experiences abandonment.
- Pressure
- Team boundaries, queues, unclear authority, missing repair paths.