The QBQ! advantage principles
QBQ! the question behind the question
Garbage thinking : the roadblocks to learning
QBQ! learning equals change
Ownership : solve the problem!
The blame game : the opposite of ownership
A study in blame : e-mail wars
The ultimate excuse : it's not my job
QBQ! creativity : succeeding with what we have
A creative shift in thinking
QBQ! service : doing for others what we don't have to do
Organizations don't serve, people do
Service : it's the right thing to do
QBQ! trust : it's up to me
Appendix: putting the advantage principles into action.
