Mediocrity does not usually arrive loudly. It becomes normal slowly. It hides behind excuses. It survives through weak accountability. It grows when leaders tolerate “good enough” in places where excellence is required. Importantly, serious organizations that understand their role, don't tolerate or play the mediocrity game. They position themselves as organizations with real responsibilities that cannot afford to nourish casual management. Whether serving customers, citizens, employees,...

Yes, that’s right! Customers are tired of the lame-duck excuses often offered in defence of poor customer service. They are tired of waiting for responses that should have been automated, following up on issues that should have been tracked, repeating information that should have been recorded, and accepting excuses for failures that should have been fixed long ago. Let’s be honest.... bad customer service is often not just a people problem; it is a process problem. It is caused by weak...

Behind every excellent organization is a set of well-designed processes that guide people, align effort, and turn strategy into consistent results. The following 14 process management essentials highlight some important facts organizations and the workforce are encouraged to consider regarding Effective Process Management. PM Essential 1 - “Great organizations do not rise on effort alone; they rise on processes that turn effort into consistent excellence.” PM Essential 2 - “A strong process...