What’s the most common mistake that businesses make in their attempts to manage driver behaviour?

That’s a easy one to answer. The most common mistake by far is when customers ask suppliers for particular “solutions” before they know the cause of their problems. Unfortunately, the supplier is much more likely to respond with, “We can do that,” than, “How do you know you need it?”

I strongly recommend that you completely ignore the “change management” side of things until you’ve established the nature of your present state and you have a clearly-defined picture of the desired state that you’re aiming for.

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