INTRODUCTION

“It drives me crazy when I can’t get answers. I see erosion in our revenue and no one seems to be able to explain what is happening to cause it. All I get are opinions and guesswork. How can I address the problem when I don’t even know where or what it is?”

Do you share this frustration? A CEO made this comment to me during my research for this book. She wasn’t the only person who said something similar. What I learned through multiple interviews with executives is that business leaders live in fear of two problems: (1) not being told the truth about the health of the enterprise and (2) having to make major, strategic decisions with too little information.

Unfortunately, the causes of these problems are usually baked into the system. ...

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