Ce qui compte ne tient pas dans un rapportWhat matters does not fit in a report
Ce sont les opérationnels qui savent ce qui bloque, et ce que demandent réellement les clients. Cela ne se transmet pas par écrit. Il faut aller à leur rencontre pour identifier les frictions, et pouvoir proposer des solutions adaptées.The people doing the work are the ones who know where things get stuck, and what clients really ask for. None of that travels in writing. You have to go and meet them to see the friction points, and to propose solutions that fit.
Citation originaleOriginal quote
« When sticky information needed by problem solvers is held at one site only, problem solving will be carried out at that locus, other things being equal. »