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Service consistency and quality is an expectation of all stakeholders at all times. The people depending on you want peace of mind and no unpleasant surprises. Providing consistent services implies achieving sameness, uniformity, and fairness in the delivery or execution of all service attributes, regardless of time, place, occasion, and provider. The lack of consistent service by the business continuity management (BCM) team is one of the main reasons management and stakeholders get a sour taste in their mouth about business continuity. BCM practitioners must strive to provide a service environment that makes its stakeholders happy and supportive of the…

ABOUT THE AUTHOR

Michael Herrera

Michael Herrera is the CEO of MHA Consulting, a leading business continuity planning and information technology consulting firm. Herrera is the founder of BCMMetrics, which specializes in business continuity software designed to aid organizations in developing and executing business continuity programs.

Six Key Learnings for Business Continuity Amidst a Pandemic
For business continuity experts, after action reports (AAR) are required documentation following a workplace incident. But imagine being able to...
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Metrics That Executives Love

Have you ever been to a meeting where the presenter displays a slide packed with percentiles, bar charts, and awkwardly colored stoplight diagrams? Did the confusing, overly complex, and poorly designed metrics distract you from the intent of the meeting? Did the experience leave you just trying to figure out the difference between orange and yellow on that stoplight diagram – causing you to completely miss what the presenter was actually trying to convey? Even worse, were the metrics failing to tell the real story or answer the performance-related question you were really hoping to get answered? 

You’re not alone.

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Now is the Perfect Time to Obtain Additional Skills
As the world continues to deal with the effects of COVID-19, so do we at DRJ. We’ve been providing you...
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Young Professional Spotlight – Sabrina Gaines
Sabrina Gaines’ job description, like many in the field, requires her to wear multiple “hats.” Gaines is a business continuity...
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