Identify Causes and Select Solutions

It’s not what you don’t know that will hurt you.

It’s what you think you know that just ain’t so.

—Satchel Paige

When a gap between SHOULD and IS performance is being discussed with a client, often the conversation quickly moves to identifying solutions. Unfortunately, it is improbable that this jump-to-solution approach will be sufficient to achieve improved and sustained results. This is because the solutions proposed are based on assumptions as to the reasons for the gap—assumptions that may be inaccurate and certainly are incomplete. Most gaps have multiple reasons for the situation, requiring multiple solutions. For example, while an improved information system may be needed, there may be other causes ...

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