Table of Contents

1. Lesson: 1 - Solidifying the business case

2. Lesson: 2 - Cementing relationships

3. Lesson: 3 - Gaining commitment

4. Lesson: 4 - Getting across the message

5. Lesson: 5 - Not always about people

6. Lesson: 6 – What quality experts need to know

7. Lesson: 7 - When facts are overlooked

8. Lesson: 8 - The intricacies of change

9. Lesson: 9 - The power of familiarity

10. Lesson: 10 - Role of Emotions

11. Lesson: 11 - Engaging hearts and minds

12. Lesson: 12 - The biases in problem-solving

13. Lesson: 13 - Minimizing cognitive load

14. Lesson: 14 – Five Rules for customer solution design

15. Lesson: 15 – Making quality issues known

16. Lesson: 16 - The halo Effect

17. Lesson: 17 - Building Psychological Safety

18. Lesson: 18 - The power of open-ended questions

19. Lesson: 19 - The invisible gorillas

20. Lesson: 20 - Goals, Measurements, and Targets

21. Lesson: 21 - When Employee are defensive

22. Lesson: 22 - Blind Optimism during Eruptions

23. Lesson: 23 - Communicating Visually

24. Lesson: 24 - Not-So-Obvious Tactics for solving problems

25. Lesson: 25 - Taking employees on-board

About the Author

Debashis Sarkar is a managing partner at Proliferator Advisory & Consulting, a firm focused on customer-centricity and operational excellence. A pioneer in the field of quality and organizational improvement, Debashis has authored several books, including The Little Big Things in Operational Excellence. He is the recipient of various recognitions such as the Phil Crosby Medal, the Simon Collier Award and the first Quality Champion Platinum Award from Quality Council of India - the highest award for quality from the Indian government. He is a Fellow of the American Society for Quality.