Great Leaders Grow

A Plan of Action

The team charged with improving service was making progress—or at least they felt like they were. The interviews were complete. Everyone would agree they had learned a lot about the expectations of their customers. They had even identified some recommendations to make things better. Now they had to figure out what to do next. When the team was formed, no one really thought about next steps. The team had no authority to make changes, they could only make recommendations. And because the issues were extremely cross-functional, the solutions would be, as well. Sam called the group to order and thanked everyone for working to get the interviews done—and done in short order. He said, “Today, we need to discuss what’s next with this ...