11. An Accountability Case Study

If we’re going to promise accountability to clients, we will need a mechanism to deliver it. This starts with reconciliation, which can be demonstrated with a case study about a red tractor.

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If we’re going to promise accountability to clients, we will need a mechanism to deliver it. This starts with reconciliation, as the first component of the Improvement Stage. That is, we have to reconcile what happened with what we promised. That will lead to the listening component, where we get the stakeholder’s perspective on how these outcomes came about, and this will culminate in the learning component.

We may all be fans of the SUMO (shut up, move on) adage. But that is not how transparent accountability works.

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