An org chart drawn only from the owner’s perspective often shows clean boxes. The test is a Friday when half the supervisors are on leave and a delivery exception needs a decision.
Draw the exception paths
Ask three questions in interviews: Who do staff call when the rostered supervisor is absent? Who signs emergency purchases under AUD 500? Who resets access cards? If answers differ by shift, the chart needs secondary lines or explicit acting arrangements.
Keep version history
Publish version dates on the chart PDF. Staff trust documents that show when a change occurred and who approved it. Sticky notes on a whiteboard are not a substitute when a new office manager arrives.
Link to meetings
If the chart says two peers share authority, define the weekly rhythm where they align — otherwise staff receive conflicting instructions by Tuesday.
Our leadership role clarity session targets these peer-boundary problems in a single facilitated meeting.