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Is It Working?

One thing is for sure; you'll know when it's not working! Same old story: Customers mad, boss mad, team stressed. If the customer is getting delivered value and you're making money, that's good! Once you finish glowing over the numbers, be sure to ask the team, "Did you enjoy the journey?" Better still, constantly measure the pulse of the team, check the gel, and look for the classic telltales ("Dilbert" cartoons—the best metric for morale is the number of visible "Dilbert"s!). Expect to make course corrections if you see smoke rising from the village.

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