Chapter 8

Principle Six: Find the Few Things That Really Make a Difference

The worst kind of waste is doing something that doesn’t make a ­difference to your audience, customers or employees, and doing it really well. Experts can easily fall into this trap. Engineers build ­products and design services based on their own view of what is required and end up adding features the customer doesn’t appreciate. Organisational development consultants run elaborate training workshops full of material that’s never applied. The antidote is to ask: ‘Where are we working hard on things that don’t make much difference?’

It’s in the Hands, Not the Bat

Manchester ...

Get Start with What Works now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.