Nairobi, Aug. 11 -- Once a deal is signed, a company's operations must honour its promise and, ideally, exceed it. That is how clients are both acquired and retained. Knowing that, what then does it take to deliver the desired outputs consistently and at scale? The answer lies in three interconnected pillars: people, processes, and systems.

And it starts with people. At the core of operational excellence are people: It is the people who define the culture of an organisation without the right fit, there is no way to achieve your strategic goals.

The right people that are honest with each other and with their clients; have the expertise that will deliver the promise, and are agile and available to do what is right for the organisation whe...