by: Jacqui Shemilt, 12 March 2026 A client came to us frustrated. Orders were being assembled incorrectly. Deliveries were delayed. Customers were asking questions - and confidence was slipping. At first glance, it looked like an operations issue. But when we traced the problem back, the root cause was upstream. Sales were handing over deals with: • Missing specifications • Unclear product configurations • Assumptions instead of confirmed details • Critical information living