Original Message

With one problem. If the director of ops Doesn't juggle all of those balls flawlessly things will fall apart. You basically just described what SMS is supposed to be, along with an accountability culture. The one difference being that concerns complaints etc. are supposed to go to the SMS then routed to the director of ops so that they can be tracked in case the director of ops forgets to follow up on them, fails to notice patterns, or fails to take sufficient action in a valid concern. Likewise for the director of maintenance etc. Any system where power is concentrated without a check and balance is highly vulnerable to failure.

There's nothing wrong with holding people accountable for meeting expectations as long as expectations are clearly defined.