If you can find individuals who face the same challenges as your struggling group, yet have found a way to succeed, then you can learn from their solution. Here’s an example. We once worked with a hospital team that transcribed physicians’ notes. Transcribers sat at computers wearing headphones, and they typed what they heard into files. But recently their jobs had been radically altered by technology when the hospital introduced a new voice-recognition system that did 80 percent of their previous work for them. Here was the dilemma. Despite the technological advances, their productivity had
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