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Ethics & accountability · Accountability without blame

A recurring defect keeps escaping to customers, and each shift blames the other for the handoff. As the person who owns quality, how do you get to accountability without turning it into a shift-versus-shift fight?

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When two shifts point at each other, the handoff itself is usually the defect, not either crew — so I move the conversation from “who” to “where in the process.…

The full answer: structure, worked example, likely follow-up.

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