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From Publishers Weekly
This is a quick but deep book that explores the role of personal accountability in one's work and personal
life. In his own work experience, Miller found that many people look for others to blame their problems and conflicts
on. He proposes that instead of asking who is to blame for the situation, we should ask, "What can I do to improve the
situation?" Only by being able to ask this "question behind the question" can we take ownership of the problem and start
working toward a solution. Throughout the book, Miller (who has consulted for major corporations with his firm, QBQ,
Inc.) recounts real-world situations—in customer service, retail sales, personal relationships and the corporate
boardroom—and the positive and not-so-positive ways they were handled. Each example reinforces the message that personal
accountability and ownership of a problem not only leads to a resolution but also lifts people willing to take ownership
and action above those looking to play the "blame game." From responsibility, says the author, comes leadership and
greater career opportunities. In one's personal life, Miller says, ownership of conflict can also lead to enhanced
relationships and greater enjoyment of daily life.
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From the Inside Flap
The lack of personal accountability is a problem that has resulted in an epidemic of blame, complaining,
and procrastination. No organization-or individual-can achieve goals, compete in the marketplace, fulfill a vision, or
develop people and teams without personal accountability.
John G. Miller believes that pointing fingers and blaming others cannot solve the troubles that plague organizations.
Rather, the real solutions are found when each of us recognizes the power of personal accountability. In QBQ! The
Question Behind the Question, Miller explains how negative, inappropriate questions like "Why do we have to go through
all this change?" and "Who dropped the ball?" represent a lack of personal accountability. Conversely, when we ask
better questions-QBQs-such as "What can I do to contribute?" or "How can I help solve the problem?" our lives and our
organizations are transformed.
The QBQ! Promise
This remarkable and timely book gives a practical method for putting personal accountability into daily action, with
astonishing results: problems are solved, internal barriers come down, service improves, teamwork grows, and people
adapt to change more quickly. QBQ! is an invaluable resource for anyone seeking to learn, grow, and change. Using this
tool, each of us can add tremendous worth to our organizations and to our lives by eliminating blame, complaining, and
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