Delegation isn't about handing off tasks. It's about how much authority lives outside of you. The next three questions measure where decisions actually land.
Question 1
When a customer issue falls outside the normal process, what happens?
Think about the last time a customer situation came up unexpectedly. Who handled it from start to finish?
AIt comes to me. I handle it personally.
BMy team tries but I usually get pulled in.
CWe have a process. My team handles most of it.
DMy team owns it. I only hear about the real outliers.