A two-minute drawing
Draw how a request
moves through your company
Start with the customer asking. End with the customer having it. Draw every hand it passes through in between. Ollie reads the drawing back as seats: who owns each step, and where nobody does.
Boxes for people or steps. Arrows for handoffs. Messy is fine. It works on a phone.
Why the blank
The blank is not a people problem
Every request that stalls stalls at a handoff nobody owns. The person before it did their part. The person after it never heard. On a chart that is an empty seat, and an empty seat is fixable in a week.
OTP is one clean chart where every seat has one owner and one number, checked in a weekly Delta Meeting. Ollie keeps the record. People keep the promises.
The blank you just drew around is the seat Ollie watches for every week.
Ollie proposes. You decide what happens.