Well, they probably did that and then subsequently ignored it. Happens all the time really.
For the most part, starting with the customer and working back is really successful. But we also have this sort of escalation culture where anybody above you can raise an issue that forces you to drop everything and answer the question. In general, its also a pretty good thing when it is truly used for "WTF you dunces, how did a customer get 100 boxes for their 100 unit order?" situations. But the power gets abused by a decent share of upper level managers like some sort of power trip. They interrupt major projects, take the steam out of sprints, and occasionally it forces major scope change. I just left an org where this was my sr manager's sole purpose in life. A shame, really...I really enjoyed my job but I wasn't allowed to do it.
For the most part, starting with the customer and working back is really successful. But we also have this sort of escalation culture where anybody above you can raise an issue that forces you to drop everything and answer the question. In general, its also a pretty good thing when it is truly used for "WTF you dunces, how did a customer get 100 boxes for their 100 unit order?" situations. But the power gets abused by a decent share of upper level managers like some sort of power trip. They interrupt major projects, take the steam out of sprints, and occasionally it forces major scope change. I just left an org where this was my sr manager's sole purpose in life. A shame, really...I really enjoyed my job but I wasn't allowed to do it.