One of the most critical elements of problem-solving is accountability. No matter how well you understand the problem or how awesome your plan, if no one does what they say and takes action, everything else is irrelevant.
I recently read an article where Pepsi unwittingly made a promise that it couldn't keep, and a very determined customer called them on it.
In short, as part of a points promotion, Pepsi promised that customers with 7 million points could redeem a harrier jump jet plane. Unfortunately, the team managing the campaign hadn't worked out exactly how much 7 million points were worth.
You can read the article here.
How does accountability play out in your world? Do people keep their promises? Do they make promises they can keep? How does that impact the ability to make progress and get things done?
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