Symptom: People don't feel a passion for better serving their customers with quality.
If the passion is lacking, exhortations and investments accomplish little. The challenges is to ascertain the root cause of people's malaise.
Symptom: People in the organization don't always care enough about their customers or their own results (a lack of customer focus).
Symptom: People in the organization have reasons not to improve their efficiency.
Symptom: People are cynical about things getting any better.
Symptom: People feel they're good enough already (complacence), even when they're not.
Symptom: People just don't seem to care.
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