Confronting Confusion

摘要

Confusion is a lack of clear understanding that causes you to feel so uncertain or uncomfortable that you have difficulty making decisions. But rather than panic, the experience of confusion presents an opportunity to stop, learn and seek clarity in your life and work. There are four common types of organizational confusion that affect process management and job satisfaction at the operating level, product and service quality at the process and customer levels, and competitive survival and success at the strategic level. Lessons learned from more than 100 consulting assignments in large sales and service operations provide examples that quality professionals at all organizational levels can draw from to help their organizations overcome these damaging types of confusion.