From Getting It Right First Time to Right Every Time

Richard Farrell at Netcall explores how organisations can reduce process variation and keep operations aligned with how work actually happens.The gap between design and reality“Getting it right first time” has long been treated as the goal of operational excellence. It assumes stability, predictability and control.But most organisations don’t operate in that world.Work is shaped by exceptions, local adaptation and constant change. The result is a widening gap between designed p