Issue: Two months ago, I came across an inquiry from a retail chain owner complaining of losing control over consistency in service quality. Also, customer complaints were unattended or taken for granted.

The solution which worked: A specific desk eye on every employee through CCTV and training /communicating SOP has made the change in the scenario resulting in a 32% improvement in just three months which is a great achievement.

Moral: SOP dies if not regularly communicated and emphasized & Consistent Monitoring is Key, herein this case continuous watch through CCTV is worked out. Similarly, in other cases, consistent weekly reviews worked out.