Planning
Planning
Lack of planning on your part does not constitute an emergency on our part
I experienced this situation today.
The lack of planning by a colleague threw the entire day's plan into disarray. I was not sure whether it was the person's fault or that we did not have the depth to plan for alternatives.
We sure did survive the day reasonably well but thought we could have done better if only everyone involved had planned better.
Last minute changes and let downs are difficult to manage if the customer is to be satisfied.
Consistency in exceeding customer expectations comes from adaptive planning - a word used by Professor Moshe Rubenstein to describe a managerial response to plans and changes.
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