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The noted father of Quality, Dr. Edwards Deming, famously said that 95% of problems result from the system but that still leaves 5% resulting from people. There are some people who don’t deal well with authority. This brings up a few questions. Why are they having trouble with authority? Also, what about leadership? Is management playing their role and holding them accountable? This might go further up the chain of the Alignment Model.

Elisabeth Swan

Elisabeth is a Managing Partner at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.