Wednesday, August 8, 9:38 AM . . .

Jim Barton slammed his office door and slapped a notepad down hard onto the desk.

“Why,” he asked of no one in particular, “does every interaction with those guys have to be like a trip to the dentist?”

The leadership team meeting had just broken up. It had been longer than usual; there was a lot to work through. Much of it had to do with IT. Most of that had amounted to listening to people complain.

The meeting hadn’t even begun when Williams told Barton that they’d have to reschedule a short meeting on their calendars for Friday morning. The plan was for a fifteen-minute update—just fifteen minutes—but Williams, as it turned out, would be off-site during this time. This ...

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