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When Tom finished his last session at Simpson Water Heaters, he had been asked by Matt Maloney how to create an improvement plan. Tom explained that when he returned, he would teach Simpson Water Heaters how to do just that. Tom and Matt had talked and set up a new session for the next day in Detroit. Tom prepared his materials for this session and flew into Detroit. Tom had rented a hotel room fairly close to Simpson Water Heaters, so it would be a short drive there in the morning.
As usual, Tom woke up early, showered, got dressed, and ate breakfast. When he returned to his hotel room, he called Matt to chat about today’s session. Tom explained that he would be presenting a tool known as the Goal ...
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