Chapter 3

Complacency

"The bigger problems are over there; my department is fine."

Where is the War Room?

Tornado Warning:

Ways to Raise Urgency Level

• Create a crisis via financial loss
• Eliminate obvious examples of excess
• Set targets excessively high and use a time goal
• Insist that employees talk to unsatisfied customers
• Use consultants to uncover relevant data

all of the top level executives need to believe that considerable change

Urgency must be Step 1

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