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210 Appendix C

Chapter 3. Gathering the Data
Research Strategies and Tools 51
Diagnose the data orientation of your
organization 53
Demonstrate the power of good facts 54
Build the proper infrastructure 55
Interviewing 60
Structure your interviews 64
Interviewing is about listening 69
Be sensitive 70
Knowledge Management 74
Develop a rapid-response culture 77
Acquire external knowledge 79
Control the quality of your input: garbage in,
garbage out 80

Chapter 4. Interpreting the Results
Understanding the Data 85
Always ask, “What’s the so what?” 87
Perform sanity checks 88
Remember that there are limits to analysis 90
Generating the End Product 94
See through your client’s eyes 95
Respect the limits of your client’s abilities 97

Chapter 5. Presenting Your Ideas
Structure 104
Support ideas with a solid structure 106
Buy-In 116
Avoid surprises 118
Tailor your presentation to your audience 121