ABSTRACT
This chapter presents the conversation between Denise and Maggie, one of the fitness coaches. Denise often wondered how Maggie had the freedom to do whatever she liked, even though she was in charge of the studio. She must have a very engaged and self-reliant team, Denise thought to herself. Denise started dumping her frustrations on Maggie, explaining what happened this week, leaving out the names and focusing mostly on what she wanted to achieve with her team. She realized she was probably going into too much detail, but it sure felt good to get it out. “While measuring outcomes is important, setting result targets alone doesn’t give direction to improvement efforts,” said Maggie. “Usually there are several, even opposing options to pursue on the process level for achieving the desired outcome. Working toward a desired state makes people look forward, up to the mountaintop.
