I often speak with business owners who advise me that they have processes in place and the people just don't do their job. I interview managers and of course they say a similar thing.The problem often however is two fold.
Firstly the communication and the training of employees does not necessarily lead to right first time behaviour.
Secondly the problem being identified, is often, the symptom of a deeper fault in a process which is not addressed.
In fact, if you combine the previous point, and the issue that the process and employee behaviour is not designed to succeed, the result is more repeated failure and damage to the business.
Consequences of these flaws inevitably lead to failure when compared two measures. These are customer service and profitability.
In my experience the lack of effort managers or business owners put in to get things right, all the time, can lead to fatal results in terms of the two measures.
In order to fix these issues we need to work back from the problem and get to genuine root cause.
Simply wallpapering over the cracks just hides the problem from view it does not cure it
