Listen, observe, test—the three words that guide this book lie at the heart of a powerful method for businesses’ transformation. The method has gone by many names over the years. Human relations, organizational behavior, the medical model. Whatever the name, the idea is always the same: not to promulgate some theory about how businesses should function but to take the pulse of a real business, get its case history, diagnose its problems, and solve them.
The medical model is so named because it treats businesses like patients and business consultants like skilled physicians. When a patient visits his doctor, it is not enough that she simply guess what ails him by consulting statistical models. Say you were sitting ...
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