Aaron Streeton has spent 20 years in operations consulting across more than 30 countries. He founded Tengu Consulting in Calgary, and in 2021 he spent six months in China running a 52 site global transformation on the ground. A telco he works with put in new dispatch software. It took twice as long as planned, cost twice as much, and tech productivity dropped 30%. A gas utility in the same province runs the same software and got more productive. His point for owners: when a fix fails, look at the requirements, the processes, and the people before you blame the tool. His other rule is just as simple. Build the organization around roles, then develop people into them. Build it around one person and it falls apart the day that person leaves.