No matter how focused we are. No matter all the planning we've done, disruptions happen! Usually when we don't want them to happen or aren't prepared for them. What do we do then? With his newly-found knowledge of CTQ (Critical To Quality) Requirements, which Dr Lugo describes as "the voice of the customer," Chief Vásquez asks Dr Lugo even more questions. He's, obviously, a lifelong learner. Disruptions happen!

Chief and Dr Lugo create some energy in this episode. Chief suggests a discussion on the saying, “The best way to predict the future is to create it.” That gets things rolling. Is the future predictable? Do Chief and Lugo agree? Will Dr Lugo actually agree with Chief? They discuss many perspectives and topics including CTQ (Critical to Quality) requirements which Lugo educates Chief on and ends with next week’s topic on disruptions. How’s THAT for a transition?

Dr Lugo and Chief continue their bantering about an array of topics that are trending on social media as the new year begins. A hot topic for the team is where people work best. Where's the best place for employees to do their work? Chief supports a hybrid concept. Dr Lugo might not. Both agree that leaders must look to the future constantly and consistently.