M&M in business practices

Just a thought… why don’t businesses, especially those who want to survive and thrive, no matter what the status of the economy, go through M&M like surgeons do. Okay, maybe calling it Mortality & Morbidity is a bit much, but it’s the idea of it…

Situation with a customer goes bad, business handles the problem and fails to achieve heroic rescue status (i.e., making it right and improving customer relationship). Why not get a team together, review the situation, and learn from the mistakes? See what can be avoided in the future, and put that into standard practice?

It’s something we’ve done in the past with meetings and conferences, or major server and system installs… but why limit M&M review to the big stuff, when it’s the small stuff that will make a difference?


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