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As someone who has worked on and is continually interested in change management, I came to this book with a leery eye. But I finished the book wanting to re read the stories over and again, simply to have them readily available for when I needed the narrative or the numbers. The items that stood out most for me were:
1. Go and see the work - a principal upset with her students performance trailed a struggling student for the day and was appalled by the learning conditions. Sometimes we think we know what it’s like to be on the ground floor, in the process. Most times we just need to place ourselves in there.
2. Target the constraint - I’ve long been absolutely blown away by how Chick-Fil-A handles a drive-thru. Heath really helps construct the narrative about this full on efficiency.
3. Tap motivation - I could never understand why teachers and L&D pros talked about what THEY needed to COVER, when instead the approach should be flipped: what is necessary to inspire the learner?!

We all work with change, and this read belongs on your bookshelf, full stop.