Hayley works in an insurance company's outbound sales environment. We are all expected to believe (as Hayley did) that performance is down to the efforts of the individuals in a sales team, who should therefore be incentivised with targets and bonuses. Because of that, we think that managers should spend their time coaching and training their workers to improve.

Vanguard teaches people that, in most systems, as much as 95% of performance can be attributed to the system (the design and management of work) and as little as 5% is affected by the behaviour of the individual worker.

This video shows us how Hayley, by following the Vanguard Method, was led to discover for herself that she works in a system where the vast majority of the causes of variation came from the system itself, not the people working in it.