Wheels up to Milwaukee today. I am working with Jim Heller and his two Vistage groups on the research of Elliott Jaques.
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“So, you feel like your team lines up outside your door, pitching the same problem, over and over at you?” I asked.

“It’s not the same problem,” Rafael replied, “but you would think that if I told them the answer to one problem, they should be able to take the answer and figure out the next one.”

“Is that how you do it?”

“Well, yeah. I mean, most times, our customer’s problems are not that different. You figure out one, and you should be able to figure out the next. And we have the solutions to most of our customer problems written down in our procedures manual.”

“And your team reads the manual a lot?” I smiled.