Photo Inquiry Friday What is your destination?

“…complaints are sort of like subway tokens. That is, they get the person through the gate but that does not determine which train he or she will take, nor does it determine which stop he or she will use to get off. Where the person wants to go is not predetermined by where they start out.”

The Solution is Not Necessarily Related to the Problem

Acknowledging the problem AND developing a shared understanding of the goal to be achieved. Then working backward to accomplish this goal by carefully and pragmatically searching through the organization, team and / or persons real-life and work experience to identify exceptions of when the solution is already happening or could possibly happen in the future.