
Bring in outside consultancy. Stop relying on internal sources, because most people have this attitude of "let's not change the way we've been doing things".
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Work is mostly repetitive manual work. The same issues keep happening, a proof that there have been no improvement in work processes, quality control, document control, and customer relations...among other things.
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Knowing and understanding the whole picture of what actually employees are doing, i.e. doing repetitive manual work that contribute nothing to the actual value of work such as copy & pasting the same info on various different Excel sheets over and over.
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Some need to grow up , start learning how to think, and stop expecting others to spoon-feed everything. Most people only care about a very small part of what they are asked to do and do not see a big picture, thus any advise on improvement is denied because "it's too much work".
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