It happens to the best of organizations and the best of people — a complete breakdown in communications. The left hand has no idea what the right hand is doing.
The problem is a lack of service recovery, because no one really is in charge, no one takes responsibility, everyone is following orders and a system of bureaucracy takes over.
It’s a circular screw up and a lot of moving parts make it impossible to figure out where the problem began and how it will be solved.
Wonderful Moffitt, dropped the ball on this one! And this is why excellence is a journey and not a destination.
About Hemant Rustogi