In my view, Tribal Knowledge applies to situations like this all the time. In this case, the Tribal Knowledge was contained in the past experiences of the receptionist. It was her unique skill set or her past experiences that defined the receptionist’s untapped Tribal Knowledge.

The story of Sully, the plater, is again one of those real situations that cropped up at one of our clients. In fact, it was the inability to get the truck to leave on time that created the first Yes/No chart. The owner’s son couldn’t get up in time to inspect the parts going to the plater. The employees knew the problem and who was guilty but I didn’t. So when we posted the Yes/No chart and the president asked for an explanation, there was never a red X on the chart again.

So don't lose faith that Dr. Elbie doesn't know what he is doing. He does and he is a master at this program. And so you will see. Best, Len B