I am fortunate enough to be invited to write guest posts on occasion on HP Business Value Exchange, a site for CIOs. The latest one tells three stories about the dangers of taking quick, decisive action that only addresses the symptoms of problems.
In customer-land this is akin to enabling your agents to go the extra mile to solve your customer’s problems – without doing anything about why they have the problem in the first place. It may seem obvious, but it is a logic more pervasive than you might think…
The link is here.
(Image credit: Mennonite Board of Missions. Dr Rutt: looking for a new hospital. Slave Lake, Alberta, 1965).