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In this brief monologue, the speaker recounts a sales representative who sent an incorrect link to a client, costing the company $100,000. The speaker uses the incident to illustrate how leaders should diagnose the root cause of errors by categorising them as process problems, training problems, or people problems. He explains that if no process exists, the fault lies with leadership; if a process exists but is not followed, it is a training issue; and if the same mistake recurs despite a proper process and training, it becomes a people problem. The speaker emphasizes personal accountability for missing processes and the importance of establishing clear, owned procedures to prevent repeat errors.
