"Did we ask the right questions? Did we tend to skip to the conclusion before defining the problem? When the server broke down, we had some heated discussions, but did we agree on the dysfunction? We needed improvement—and 12 months later, the figures are here, showing how our team has implemented the problem solving process …our progress was steady, going from +10%, +15%, +20% and +35%, and finally reaching +90% after just six months."
Helpdesk Supervisor, Galileo