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OSCAR Blunder - Why did this happen? Who should be blamed? - Raj Wadhwani - ContactCenterWorld.com Blog

OSCAR Blunder - Why did this happen? Who should be blamed?

So, if you watched the OSCARS and saw the blunder with the wrong envelope being handed to Warren and the commotion that followed you might do what the Oscar team did and fire the 2 people handling the envelopes but does that really fix the problem? In my opinion, the process failed and to blame the individuals is bad leadership. A few simple process checks could have prevented this as we all know - every company makes mistakes and to blame the individuals shows a real lack of basic management skills. People generally do not fail or want to fail, its more often the process that’s the culprit!

A better approach is to fix the process by looking at why the wrong envelope was handed out and what Warren could have seen/ read before opening the envelope - just adding the award name on the envelope so it could be easily read might have solved this as it could be checked when handed to the OSCAR host (Warren) and by the host as well!  

So next time you have an issue don’t automatically blame the people, look at the process and fix that. Firing people for this error does not fix the problem - just makes the OSCAR team look like they are somewhat incompetent in my opinion and looking for a scapegoat.

The problem lies with the OSCAR team – they should have ensured checks and balances are in place. We all make mistakes and its how we deal with them that shows our true colors.

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Publish Date: March 2, 2017 11:11 AM

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