Lessons Learned World Blog

Did you know that the West Coast Offense began as a mistake? Same goes for the cutter fastball in baseball. Pro sports has lots of great examples of how to turn lemons into lemonade. In his book, “The Score Takes Care of Itself,” late NFL Hall of Fame Coach Bill Walsh recalled how a botched […]

In the process of keeping Xerox’s large fleet of copiers and printers working in customer’s environments, the service representatives would occasionally be faced with a new problem that they had not been trained for or had not seen before. Sometimes the problem, due to a new machine bug or a replacement part not working quite […]