Reset: How To Change What’s Not Working

Heath’s (Upstream) book focuses on discovering points of intervention that enable organizations to turn processes and systems that aren’t working into changes that yield big, lasting returns. The book’s first five chapters are dedicated to a method for locating leverage points in which intervention can produce valuable change. The second half of the book looks at how organizations can reorganize resources to fuel those leverage points. Heath uses examples from hospitals, the fast-food industry, customer service, and high school career offices as success stories. If this sounds like a work about project management principles, it is; Heath shows readers how agile project management can be utilized without entering into a never-ending cycle of customer-facing improvement. Each chapter concludes with a summary and a list of resources.