The board

Time from application to offer averages six weeks. Two strong candidates this year told us they accepted elsewhere purely because we were slow. The steps themselves are fine — the gaps between them are the problem.

When a customer churns we log the fact but never the reason. No exit conversation, no pattern analysis. We're guessing at retention fixes.

Recurring meetings keep running long after their purpose is gone. Most have no agenda and no decisions recorded, so the same discussion repeats a month later.