One of the questions I often get asked from clients has been, how do large service companies manage to create consistently great experiences around the world? What is the secret of their success?! I usually answer with something like...'with holistic management systems that are executed through local leadership day in day out'. The 'What' and the 'How'. Processes and systems in this instance are often misconstrued as IT systems (of course these assist)... but the kind of syst