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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 to complete for on boarding. They blamed the new client for taking too long, saying it was out of their control. When they discovered how they were contributing to the complexity, they took a hard look at the forms and requested information and reduced it to ONE page! They analyzed the process for opportunities they could affect. This had a huge impact on outside influencers ability to speed up the process and new customers were much happier!

Tracy O'Rourke

Tracy is a Managing Partner 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.