The Confusion Tax | Stefan Norrvall
Strategy often fails for a boring reason: nobody knows who can decide what, and everything slows to a crawl. We sit down with Stefan Norrvall, joining us from Australia, to unpack organisational coherence and why it beats the usual push for “alignment” when dealing with real-world complexity. If your organisation feels busy but stuck, this conversation gives you language for what is happening and a model for what to fix first.
We dig into Stefan’s run serve change heuristic and how each layer carries a different type of work, a different time horizon, and a different kind of complexity. Run creates value at the frontline. Serve as a coordinating hub across multiple run units to ensure they do not clash on resources, standards, platforms, or handovers. Change sets intent and enterprise constraints by reading the external environment, defining risk appetite, and making the big calls that shape the system. When serve is missing, leaders get dragged into operational conflict and lose the capacity to do real strategy work.
From there, we name the “confusion tax”: the financial and human cost of unclear decision rights, endless escalation, and slow governance. We talk scenario-based tests that reveal where decision latency is baked in, why PMOs and change teams often report without authority, and why copying frameworks cannot compensate for poor operating model design. We also challenge strategy theatre, forced cascades, and agile rituals that do not improve decisions. If you want strategy execution that actually meets reality, listen, subscribe, share the episode, and leave us a review with the biggest confusion tax you see in your organisation.
Find Stefan's Work:
LinkedIn: https://www.linkedin.com/in/stefannorrvall/
Substack: https://substack.com/@synexia
The Organisational Confusion Tax Scorecard: https://scorecard.synexia.au/confusion-tax
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