Listen to this short radio broadcast from BBC Radio 4’s Four Thought programme.
Now tell me –
Are you sure it’s not your measures that’s making your people do the wrong thing for customers?
Are you sure it’s not your policies that are making your people unhappy?
Are you sure it’s not your processes that’s making your customers complain?
Are you sure you shouldn’t be spending more time in the work acting on the system?
Makes you think doesn’t it…
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