The IndiGo debacle
When things go wrong, some teams say "this isn't my responsibility" and some say "this is on me". What accountability looks like in a well-run organisation.
A little late to the party, but nonetheless, let's discover what it reveals.
When things go wrong, organisations usually fall into one of two categories:
- Teams that think, "This isn't my responsibility."
- Teams that think, "This is on me."
Situations like this are rarely caused by one role or one person. They're not about the crew, the staff on the ground, or one bad decision. They are about accountability.
This is something many business owners, especially in growing companies, need to reflect on. Accountability isn't defined by posters or mission statements. It shows up in everyday behaviour. Here's how true accountability looks inside a well-run organisation:
- It's about foresight, not firefighting. Disruptions are inevitable. Confusion happens only when no one steps in to lead, explain, and steady the situation.
- It's about clear communication, not procedural silence. When teams say nothing, frustration rises. When teams communicate early and clearly, people stay calm.
- It's about shared values, not just assigned duties. If people are trained only on tasks, they'll do the minimum. If they understand the purpose, they'll safeguard the reputation.
- It's about owning outcomes, even when the cause is external. That mindset is the difference between average teams and exceptional ones.
Every organisation will face its own critical moment.
A system failure.
An unexpected delay.
A person who buys from us, upset.
A broken process.
The real test is simple: do people wait for someone else to step in, or do they step in themselves?
"Someone should do something?"
or
"This is my job."
In the age of AI, businesses that consciously build that culture are the ones that will thrive.