Using psychology to solve problems

Kirk Pepperdine: Yes, I find a lot of performance issues are a reflection of some dysfunctionality within the organization and not really a problem with the people who deployed the tech.

Something has gone wrong at an organizational level and it creeps out somehow into the systems. You actually have to deal with the psychology of the situation.

Sometimes, people get fired, which is never nice. In a couple of cases, I've actually managed to keep people from being fired because I knew they did the right thing, but they just messed up in one really small way. They actually had taken their company three or four steps forwards but their one small mistake took them back one step. Everybody was looking at the one step backwards and not at the fact that they took the company four steps forwards in the process.

Geertjan Wielenga: These are really interesting insights that you have gained from your engagements. How do you feed them into your conference topics as...