From the Blog on accountability

System Failure

System Failure

Sometimes our systems say someone does not exist even though they standing right in front of us. What we do with a system failure says a lot about us.

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The 5%

The 5%

We need to plan for the 5%, expect it. Plan for the 5% when you are experiencing the 95% otherwise you are in trouble.

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How’d we do?

How’d we do?

We don’t ask if they understand why we need the information and data. And almost never do we ask ‘how’d we do’ about this part of the process.

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Achieving Our Targets

Achieving Our Targets

When our prime performance metrics are hard numbers it tends to be focused on us and not the experience of those we seek to serve – the how doesn’t matter

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Doing your job vs Shiny Toys

Sometimes the problem we are trying to solve do not require a new solution, an innovation, or some new piece of technology. Sometimes they need a human solution; sometimes they just need someone to do their job and hold people accountable. Holding each other...

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