Upstream: The Quest to Solve Problems Before They Happen

So often in life, we get stuck in a cycle of response where we deal with emergencies, but never fix the systems that caused the problems. Cops chase robbers, doctors treat sick patients, and call-center reps address customer complaints—but many crimes, illnesses, and complaints are preventable. So why do our efforts skew so heavily toward reaction rather than prevention? Probing "problem blindness," Dan Heath looks for the causes, and makes the case that we can all do better. Offering proof, Heath cites a school district that cut its drop-out rate in half, a European nation that nearly eliminated teenage drug use, and an EMS system that used data to anticipate where 911 calls would emerge.