Dan Heath

And the numbers say it all. It took them an average of three days to get a package delivered within the hospital, which is just nuts, right? You order a medication and maybe FedEx or UPS get it halfway across the country in a day or two. And then to get from the basement of the hospital to the third floor might take another three days.

And the numbers say it all. It took them an average of three days to get a package delivered within the hospital, which is just nuts, right? You order a medication and maybe FedEx or UPS get it halfway across the country in a day or two. And then to get from the basement of the hospital to the third floor might take another three days.

So this is a fantastically expensive problem because sometimes medications expire right in the box because they're not put in the fridge in time. Sometimes it leads people to overorder because they're afraid they're not going to get their package in time. Sometimes people are trying to make side deals with the UPS driver to just bypass the receiving area and come straight to their floor.

So this is a fantastically expensive problem because sometimes medications expire right in the box because they're not put in the fridge in time. Sometimes it leads people to overorder because they're afraid they're not going to get their package in time. Sometimes people are trying to make side deals with the UPS driver to just bypass the receiving area and come straight to their floor.

So this is a fantastically expensive problem because sometimes medications expire right in the box because they're not put in the fridge in time. Sometimes it leads people to overorder because they're afraid they're not going to get their package in time. Sometimes people are trying to make side deals with the UPS driver to just bypass the receiving area and come straight to their floor.

And what I would say about this situation is that the people working in the receiving area were not incompetent. They were not dumb. They were not lazy. They were stuck. They were working a hard day every day. They came to work. They did their best. They went home.

And what I would say about this situation is that the people working in the receiving area were not incompetent. They were not dumb. They were not lazy. They were stuck. They were working a hard day every day. They came to work. They did their best. They went home.

And what I would say about this situation is that the people working in the receiving area were not incompetent. They were not dumb. They were not lazy. They were stuck. They were working a hard day every day. They came to work. They did their best. They went home.

And when you rack up enough days, and some of them have been working there for decades, so they might have had 20 years in a row with an average track record of three days to deliver a package. You just come to assume, well, that's just the way reality is, right? That's the physics behind.

And when you rack up enough days, and some of them have been working there for decades, so they might have had 20 years in a row with an average track record of three days to deliver a package. You just come to assume, well, that's just the way reality is, right? That's the physics behind.

And when you rack up enough days, and some of them have been working there for decades, so they might have had 20 years in a row with an average track record of three days to deliver a package. You just come to assume, well, that's just the way reality is, right? That's the physics behind.

of my world is it takes three days and so the departure point for the book is to say when you're in a situation where things aren't the way you want them to be and you aspire for more but you're skeptical you can get to more what do you do to escape that trap and so so those are the first couple of pages in the book and i think a metaphor for what's to come

of my world is it takes three days and so the departure point for the book is to say when you're in a situation where things aren't the way you want them to be and you aspire for more but you're skeptical you can get to more what do you do to escape that trap and so so those are the first couple of pages in the book and i think a metaphor for what's to come

of my world is it takes three days and so the departure point for the book is to say when you're in a situation where things aren't the way you want them to be and you aspire for more but you're skeptical you can get to more what do you do to escape that trap and so so those are the first couple of pages in the book and i think a metaphor for what's to come

Absolutely. In fact, the very heart of the book is a very simple two-part framework. So the idea is to get unstuck, to get to a different and better equilibrium, you've got to do two things. One is to find leverage points, which is just an acknowledgement of the fact that in complicated situations, we can't change everything.

Absolutely. In fact, the very heart of the book is a very simple two-part framework. So the idea is to get unstuck, to get to a different and better equilibrium, you've got to do two things. One is to find leverage points, which is just an acknowledgement of the fact that in complicated situations, we can't change everything.

Absolutely. In fact, the very heart of the book is a very simple two-part framework. So the idea is to get unstuck, to get to a different and better equilibrium, you've got to do two things. One is to find leverage points, which is just an acknowledgement of the fact that in complicated situations, we can't change everything.

We can't change most things or even maybe a significant fraction of things, but we can change something. And so leverage points are the something we want to find because that's an intervention or an action where a little bit of investment yields disproportionate returns. So that's part one. That's like, where do we aim our efforts? And then the second part is.

We can't change most things or even maybe a significant fraction of things, but we can change something. And so leverage points are the something we want to find because that's an intervention or an action where a little bit of investment yields disproportionate returns. So that's part one. That's like, where do we aim our efforts? And then the second part is.

We can't change most things or even maybe a significant fraction of things, but we can change something. And so leverage points are the something we want to find because that's an intervention or an action where a little bit of investment yields disproportionate returns. So that's part one. That's like, where do we aim our efforts? And then the second part is.