FINDING A SOLUTION
Imagine a division in a large organization that has struggled for years to achieve quality standards. Responsibility for the division passes from executive to executive without improvement. Then a manager from another part of the organization steps up and asks for the responsibility to manage it. This manager does something that the previous managers have not: he asks the organization's board of directors to set specific goals related to quality of service and the delivery of service to the organization's clients, with measurements and a timeline for meeting those goals.
Further, the division's new manager requests that the board members agree to shut down the division if it does not meet its goals. In exchange, the new manager ...
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