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The Cost? Principally, Time and Attention! There are no assigned time constraints or deadlines. Attention is not mandated by any policy or training system. Everything is voluntary with the primary motivation being ones own curiosity, questioning, need to be recognized, pride in participation (team), desire to succeed/win, sense of accomplishment, interest in learning, and desire for challenges. Keep foremost in mind that this is a "best practice" or "Wow Project". It is not a system, or program so there are no planning sessions, deadlines, procedures, meetings, goal reviews, etc. No official structure. The structure is an unofficial one, for your team, of creating a process by which you and all the members can learn to initiate the building of relationships by asking for feedback and then measuring and sharing that feedback in a meaningful way. This is one of the primary reasons for the practice's success and makes it such a good candidate for a "Wow Project". You do no change a single thing, operationally or procedurally, you are currently doing. It does not replace or interfere with the status quo. It truly is user-centered in that the only way it can exist is by its appeal to the soft or human side of the teams and organization's skill sets. The 'practice' is a practical career development skill, allowing anyone, as a part of a provider team, a leadership tool for focusing team's attention on customers and building mutually beneficial relationships. This skill can be applied to an existing team, a newly formed team, a rollout of product or service, or a partner/collaboration for providing products/services to customers.
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