Businesses that achieve sustainable, profitable growth do this by serving their customers well.  Their service or production process consistently delivers what their customers value.  This is achieved by having standardised processes managed using appropriate key performance indicators such as productivity, utilisation and results for the customer.

• Does your service align with your customers'needs?
• How useful are your operations KPIs?
• Do you have a written production process?
• Are you tracking productivity and utilisation?
• Does someone own results for the customer?