ABSTRACT
There are at least four ways of defining a problem: to distinguish a problem as being either a deviation, a matter of difference, open or closed. A performance deviation is where something odd or unexpected has occurred. A matter of difference is the gap between where people are, and where they want to go. Deviation is the basis for defining problems in quality manufacturing or service industry environments involving control of a work or manufacturing process through the application of statistical process control. ‘Mindset’ is a term for robot element in people's thinking behaviour. A robot is useful when it recognizes the cues for some types of behaviour, like danger, but is dangerous when it ignores other cues or when the environment changes, like applying the routine of Green Cross code in a country where they drive on the right. There are three basic situations when it is necessary for individuals to work together in groups: Expertise, Politics, and Ownership.
