When other departments shirk responsibility, how should operations take the blame?

Catch up on hot topics when they come, fill in the missing content of the product, connect with business cooperation when it comes, and take on KPI when it comes! Compared to technology, products, and business, operations is a job that involves a lot of details. So it’s easy to be blamed at work, just like the guy below who was unfortunately blamed by his business classmate for the problem of putting advertising materials online:

I'm working in operations for a product with tens of millions of monthly active users. Some time ago, the business negotiated an advertisement, and the launch location and time were stated in an email. The operations were carried out according to the instructions in the email, but afterwards the advertisement did not perform well, and the advertiser requested to add new locations. The business email clearly pointed out the location that needed to be added. Later, they suddenly sent an email saying that the operation did not configure the ad space as required, resulting in poor results. How to solve this situation.

My current solution is to reply to the email and explain the actual situation. It is not my fault.

If the real situation is really as described by this classmate, Xiaoxian currently approves of his way of handling it. This guy will definitely be torn apart, and he will definitely not take the blame. Because this is a very obvious pot. If we don't respond to it, there will definitely be more similar incidents in which the operations department will be blamed.

Of course, if you just explain the actual situation to prove that there are no mistakes in your work, you will appear a bit immature, like a child complaining and seeking comfort.

Here, based on this classmate’s experience, let’s talk about how to solve the problem when operations are about to be “blamed”.

1.

Use data to speak with reason and evidence

For example, the business department believes that the advertising effect is not good because the operation department did not configure the advertising as required. At this time, the operation department can let the technology run the background operation log and use the data to prove that the other party's assumption is not valid, making it unreasonable for the other party to pass the blame. These are the best evidence of your actual situation, indicating that you have indeed been in the position as required.

In the workplace, everyone is a smart person, so when a problem occurs it doesn’t matter who is to blame, but what is more important is to dig out the root cause of the problem.

2.

Use mechanisms to reduce the recurrence of problems

After slapping the other person in the face, you need to smooth things over appropriately. After all, you still need to cooperate in the long run, such as asking the business department to help sell operational ideas and monetize your operational projects.

Therefore, you can appropriately admit that you did not inform the other party of the material upload information as soon as possible. Then, this is the time to introduce a very important point - setting up an operating mechanism.

Clarify the internal rules for updating the homepage. In the future, all promotional materials provided in cooperation with the business or other non-operational departments should be notified to the other party by email, and copied to all classmates in the group. This will reduce the probability of similar problems from a mechanism perspective.

3.

Solving problems from an operational perspective

In operational work, there are two types of mentality that are not conducive to growth. The first is that when the project effect does not meet expectations, one always tries to shirk responsibility even though it is obviously one's own problem. The second is to do everything to protect oneself (being a good person) and to look at problems that arise in other departments of the project with a gloating mentality.

For example, if the business is passed on to our operations colleagues, it must be because the results are so poor that they cannot explain to the advertisers. After all, everyone is here to make the product go further. Although we are not the parties involved, as operators we should give them some suggestions at this time. We can give advertising optimization suggestions based on our understanding of product users and use our past event experience to tell them what materials, copywriting , and prizes are needed to arouse the interest of product users.

1. Use data to make sense

2. Use mechanisms to reduce the recurrence of problems

3. Solve problems from an operational perspective

In general, after all this, the student was slapped in the face, a mechanism was provided, and suggestions were made. I believe that the leader of this classmate will look at him with admiration after seeing such a reply email, and will turn the quarrel into an opportunity to show himself.

Mobile application product promotion service: APP promotion service Qinggua Media advertising

The author of this article @产品簡單号会 is compiled and published by (APP Top Promotion). Please indicate the author information and source when reprinting!