www.e-myth.com/cs/user/print/post/innovation-operation-pit-stop
This is not new research and has, no doubt, surfaced several times in the newspapers since it was first published.
It highlights one of the key aspects of any sort of patient / customer journey – the handover. No footballing team would dream of starting a game without practicing how to pass the ball, no collection of actors would take a stage with their cues unrehearsed nor would even the most gifted of improvisational jazz players fail to practice his skills.
Last week in the Olympics more than a dozen teams in the sprint relays were disqualified for failing to get the batons round the track. These are professional athletes who have practiced, practiced, practiced yet still make mistakes.
Repeatedly I see in all walks of life “teams” behave as if not only have they not been introduced but also they don’t know they’re even in a game.
If you need help working out why your team can’t get the baton moved around the track talk to me.
The Incisal Edge 