What I am referring to is Management of the less directly controlled aspects, where a process is people centric perhaps multiple step(s) or areas of the business, management of customer processes, customer facing, support or on-line management, where change needs to be monitored and management control exerted, in order to maintain desired outcomes or customer satisfaction measures. This part of management process is often managed in a different way.
That general way, and it has been for some time is to ‘write an e-mail’ to the relevant people or areas of the business covering the key issues considered. And ‘that fixes that’. The question of course, and I’m not casting doubts on any process you use, but does that, fix that?
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