6. Assessing Performance for Success and Improvement

Opening Story: Lessons from the Steam Engine

October 25: After the Task-Force Meeting

“Paul, before you leave, could I talk with you for a moment?” David asked.

“Sure David, what’s on your mind?” Paul responded.

“Your approach of ‘taking out the trash’ was quite novel. You dispelled false ideas and put the tough issues on the table. We really do speak different languages and we view IT’s role differently. Acknowledging those facts set the stage for us to confront the brutal facts1 about IT enablement of order fulfillment and customer service. Thanks for that,” David said. Hesitating, David continued, “Anyway, as long as we are speaking bluntly, I’ve been losing sleep over Doug’s first visit ...

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