Put the right processes in place

By Bill Fraine, general manager, Legendary Marine (Ranked 71 in 2005)

As leaders we are responsible to maintain our focus on the overall processes which we use to run our business. This does not mean we should not be aware of the individual customers and the quality of service they receive, it does mean that we should look to the processes which are driving that service and make sure they are correct. Having the correct process allows us to eliminate customer dissatisfaction drivers before they become problems vs. fixing the crises as they arise.

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