Introduction

After 30 years, Bob felt he had tried everything. In retrospect, it probably looked like one very long Plan-Do-Check-Act (PDCA) experiment. He got some spotty results but eventually, changes slid right back to the “old way” as his leaders turned their focus onto the next new crisis. In fact, one 30-plus-year employee told him, “All I need to do is outlast you, just like I have outlasted all the previous leaders. Nothing ever really changes.”