Page 296 - Your Leader Within Introduction

Those questions to the Division Managers then led to the local Station Managers asking the drivers as they came back from their routes. The Manager knew that the Driver was either early or late based on the Manager knowing about how much work the Driver went out with.
Questions drove the whole program:
Industrial Engineering to Division Manager to Station Manager to Driver and other local employees.
After six months of this, the Cost Per Package began to come down and after a year the costs went from 27¢ a package to 22¢ a package for a 20% reduction. At the same time, questions regarding packages not delivered or customer complaints drove actions regarding service as well.
The point...
Questions drive focus and you get what you focus on.
Now, here’s the problem.
Questions can drive focus to get more of what is not wanted as well as what is wanted.
For example, “what is the best way to lose weight?” is a question where one has to give up or lose something in answer to the question. A better question might be “how can I get to and maintain my weight at 175 pounds?”
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