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Wanneer het OK is om te falen

28 feb 2019
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Service excellence isn’t just fulfilling service-level agreements and minimum expectations. Service excellence means giving the organization, its internal and external clients, business partners, customers, and others the tools they need to move forward, and not just the minimum levels of quality and performance to coast.

Published in Architecture  & Governance, Shane Chagpar en Drew Crist of Kepner-Tregoe how planning for failure might be precisely the thing to do before rolling out a large initiative.

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