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This is a great question. But before we can develop a strategy, we have to understand the root causes behind the behavior. Here are some questions I would have about the employee and the process changes: Did we call his/her baby ugly? In other words, how invested were they in the old process? Did they…
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Tracy O'Rourke

Tracy is a Master Black Belt at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.