Editor’s note: Read part one here.

Twenty-five years ago, I learned a wonderfully simple model summarizing the four stages of a change process, whether personal or organizational.

Experience teaches us that most quality problems can be preempted, or at least prevented from recurring, if you make it a habit to ask seven simple questions: what, where, who, how much, when, why, and how.

Senior leaders often ask, “How will my investment in a criteria/award program impact my company’s bottom line?” This is a polite way of phrasing what they’re really thinking, which is, “What’s in it for my organization?”