Chapter 18
Clarifying the Situation
This is the entry point—the starting gate in any innovation, performance improvement, or problem-solving process. When you clarify, you sort out the real problem from the symptoms or distractions. You look at all relevant data. You measure all aspects of the situation. You ask probing questions. You work to understand the history of the situation and assemble as complete a picture as possible so that you are poised to address the most crucial issues or seize the most significant opportunities. This is your chance to identify that portion of the situation that will have the greatest impact if it is improved. ...
