There is a commitment to actively pursue and accomplish the initiative within an agreed time frame. There is a clear measure of success. Clearly defined individual roles and duties measured on a cyclical basis. A definition of quality which can be measured for each aspect of the operation, as well as for the resulting products and services. Understanding what should be done is only a partial solution.
Groups often reach conclusion as to how to resolve a problem, but time goes by without action.
A typical soft solution is a general agreement that it is a good idea to ask the clients if they are satisfied with the service provided to them. This approach will produce results without any assurance that the underlying condition will not cause the problem to reappear. A hard version of the solution is to have everyone contact each of their recent clients and report back to the group at a special meeting as to the results of the conversations. A durable solution might require that a set of pre-established questions be asked of each client at the completion of each engagement. To assure compliance, the group includes a presentation of the results of the interviews as a standing item in the regularly scheduled managers meeting.