ABSTRACT
Busy employees already invest their energy in the hard work of learning new skills, language, and behaviors. They suffer through the learning curve of putting their new knowledge and skills into practice, dealing with the inevitable setbacks and embracing the new paradigms espoused by their leaders and trainers. Customers suffer in multiple ways. First of all, they suffer because responsiveness by the organization to their needs slows because employees are in training and meetings. As a result, they are not doing their regular work. Secondly, customers suffer because improved processes would benefit them. Thirdly, customers suffer because they deal with employees who are less engaged, less energized, and less resilient. Negative past experiences and failed efforts leave behind a residue of bad taste and painful memories. Stockholders are another group impacted by the success or failure of process improvement efforts. The chapter also presents an overview of the key concepts discussed in this book.
