Your managers use different standards for the same work

Ask each manager to explain when they close a request and show examples. Check whether different customer needs justify different methods and whether the completion figures mean the same thing.

Agree on the information the business needs: answers sent, customer issues resolved, or both. Define each measure consistently before comparing teams. Let managers choose methods that meet those requirements.

If people are recognized for quick closures, what happens when they wait to confirm the customer's result? Revise targets and review practices that conflict with the required customer outcome, and arrange capacity for additional follow-up.

State who can decide what: which requirements must be shared, what managers can change, and what needs your decision. When a manager identifies a misleading comparison, correct it in the review and credit the check.

Review comparable work after the change. Check customer results, whether the figures support a fair comparison, and which local differences remain useful.

Bring the examples and requirements that explain your team's method. Show where a proposed common standard would change customer service, workload, or a commitment to another team.

Once the requirement is agreed, state the actions for your team and support you need. Explain the change and ask team members to test the definition against real cases. Use their examples to clarify the instruction and acknowledge the contribution while making the correction.