5. Culture and leadership – need to reflect the organization’s commitment to solving customer problems. If organizational change is required, the culture must reinforce and support those changes. Quite simply unless you have the full commitment of the senior management team, becoming more solution-centric as an organization just won’t happen. The executive team must evangelize the benefits of solution-centered thinking. A genuine commitment must be demonstrated or else focusing on solutions will be dismissed as simply another “flavor of the month”.