Fools and Their Foolproof Workflows --McIlroy

Instead of making peace with their customers are they taking the necessary steps (by failing to take steps) to make sure that chaos will always be with us? Isn't it a fact: now that quality, price and delivery schedules are a given, the only way to stand out to a client is to show how well you can bail them out of a jam. And if they aren't in a jam, hadn't you better make one!