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Cashier Number 3 Please by Terry Green

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EXPLOITING AN IDEA SUCCESSFULLY

We had a success on our hands. Through our rigorous approach we had developed an idea which stood the test of use in the branch. Everyone was delighted. Over the years I have reflected many times not only on what we achieved but also how we achieved it. It seems to me that there were a number of necessary conditions that had to be met in order for this approach to be successful:

1. Understand the opportunity

The first stage was to define the problem by gaining a thorough understanding of what really happened in the branches through first-hand observation and interviews. Each facet of the argument needed to be supported by hard evidence – what made us so sure that we understood the situation and that we had an idea ...

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