The advice failures that happen between teams

Ask an advice firm how it monitors quality and you will usually hear about three kinds of check. File reviews test the advice. Technical colleagues check reports before they go out, and administration works to service standards on turnaround times, chasers and error logs. Each function is watched, often well. A client, though, experiences a sequence. Suppose she agrees at her review in early March to withdraw £20,000 ahead of a house purchase at the end of the month. The adviser records the deadline in the meeting note. The paraplanner writes an accurate report within the agreed turna...