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Simply, you focus on what you can control. If it is a process that you designed for someone else to go through, you have the power and the ability to streamline the process for them, which will then help you. For example, we had an insurance company that gave a 21 page packet to customers…
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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.