The 20-20-60 Rule

Experience has shown that in most organisations, 20% of the people are avid supporters of process improvement and 20% are avidly not supporters. The people in these two 20% groups are basically fixed and no amount of persuasion is likely to change their view. People in the remaining 60% are interested but need to be convinced. Application of the 20-20-60 Rule means that your outcome is best if you focus on the 60% group by addressing their concerns, doubts, and questions. The people in the 60% group are the ones who are most likely to get involved in continual improvement in the future.

This, plus a a host of other ideas for process improvement, from the Trent Improvement Network of the National Health Service