With the success of the Best Practices Study over the pastdecade or so, we all now have a very clear understanding of what"good" and "average" look like. Agency managers continually analyzeand measure and quantify. These are all good efforts and allcritical for gauging one's place in the agency universe and formeasuring and tracking progress.

Here's a thought: The Best Practices metrics are helpful, butthe difference between the good, the bad and the ugly agency canultimately be summed up in a single word--people.

If you have an agency populated with mediocre employees, youhave a mediocre agency. Do you have great people? Then you likelyhave a great agency.

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