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Reviewed in POC · content version 3

Review Ownership Gap

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Definition

An ownership gap occurs when it is unclear who is responsible for a step, decision, update, exception, or outcome.
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Plain-Language Explanation

An ownership gap appears when everyone can see that something needs to happen, but no person, role, team, or system is clearly responsible for making it happen or confirming it is done.
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Why It Matters

When ownership is unclear, work can stall, duplicate, drift, or depend on informal heroics. Ownership gaps are often discovered at handoffs and exceptions.
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Example

Everyone assumes someone else confirms the appointment with the customer, so the confirmation is sometimes missed.
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Common Misconception

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Remember It This Way

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Related Terms

* Actor * Handoff * Friction * Decision Point
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Sources

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Learn More

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