Managers kept a log of issues and concerns, and shared it daily with the Owner to note that he had “acknowledged” them. Head office eventually decided to see why these 3-locations were not performing well, only to to note that the “Smartest Person in the Room” (the Owner) was not interested in critiques of how his business were run by their supposedly most important “officers” (the management team).
Sounds like a typical story, but the method of knowledge capture is actually an intelligent practice. This practice could be used by many management teams in the service industry to document their practices, failures, and successes. It’s better than nothing.