Key Insights

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  Organizations often create silos that disrupt collaboration.

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  Tools like horizontal flow analysis can reveal workflow bottlenecks.

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  Understanding customer needs should guide organizational design rather than internal metrics.

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  Writing defenses creates clearer boundaries among teams and improves trust.

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  Aligning goals begins with asking about the desired outcomes, not just tasks.

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  Collective improvement comes from small, consistent changes rather than sweeping reforms.

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  Culture reflects the behaviors and protocols tolerated within a team.

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  Assuming positive intent from colleagues can resolve interpersonal conflicts.

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  Simple proposals like the side-pav can facilitate clear communication and decision-making.

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  Listening to end-users, including support staff, uncovers critical insights for better product design.

Notable Quotes