Exactly, a tool (technology-based or otherwise) is just a multiplier for the person wielding it. It's the people wielding the tool that make the difference. M

Exactly, a tool (technology-based or otherwise) is just a multiplier for the person wielding it. It's the people wielding the tool that make the difference. Management is not excluded from this either. They have to: 1. know, in depth, the business they are in and the tools they use (or could use) to achieve their goals 2. listen to what their team tells them and provide an environment where they can do the job right It sounds like there was a lot of micro-management and putting out fires in this case.