Imagine yourself finding a consistent, repeating error/mistake in a supplier’s product or service delivery. Wouldn’t that make you think about what else they are doing wrong and charging you for? Wouldn’t you start to consider other suppliers no matter how inconvenient...

As a retired Coast Guard aviator, early in our training, pilots learn that during an emergency they must fly the aircraft first. In fact, there’s a saying that goes: aviate, navigate, and then communicate. The equivalent to this also applies in the business world. In a...

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