Beyond "efficient dissemination of timely information" (04 Aug 2003)
It is all very well to build an efficient mechanism to get information out to staff. If staff don't read it, or more significantly, if they don't follow it, then you have obtained no benefits.
This goal therefore focuses on an activity (delivering information), not an outcome (such as improving customer service).
Article URL: http://www.steptwo.com.au/papers/cmb_beyondgoal/index.html
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