Today at Appunite, issues related to managing, operating, and delivering our services trigger emotions, frustration, and communication chaos. From individual contributors, through Team Leaders, Service Delivery, and Account Success Managers, up to the Heads - we all react (and overreact). It burns us out, discourages improvement, breaks the trust, and slows or even blocks our ability to get shit done more easily.
This concept can help us address this issue by redesigning the architecture of how we communicate about service-related problems. The concept draws inspiration from DevOps culture, which is light-years ahead of us in this regard.