Without shared definitions, teams collide

In a large organization, when a basic definition is missing, each team resolves it on its own. No one is individually wrong, but they end up building things that don't fit together, and the cost shows up months later, when everything has to be integrated.

The definitions that are missing most often aren't technical. They're agreements about what counts as a customer, what counts as resolved, which data is the right one when two systems say different things.

Defining that is slow and unglamorous, and it's what separates a transformation that scales from a collection of initiatives competing with each other.