norms

Richard (Production and Quality Manager) sometimes contacted directly some collaborators of the Procurement office, of which Susan is responsible. He mostly used to do this for urgent matters. Richard's intention was that of accelerating the process and get answers straight away. The problem is that Richard never informed Susan of this, even after having contacted her collaborators. This behavior created some very embarrassing situations within the team, because Susan didn't know what was happening inside of her own team.

SHARED NORM: "Respect the hierarchy and the communication procedures".