by Tom Peters
Systems Have Their Place: Second Place
"too much reliance on the apparently 'hard' procedures of, say, six-sigma programs and not enough attention to those underlying, apparently 'soft' attributes such as the respect for and engagement of the workforce.
To support my point, Iâ€™ll offer up nine case studies of quality programs, often in incredibly resistant environments, that did produce remarkable results. It turns out that they have two principal elements in common:
* Passionate local leadership
* A bedrock corporate culture that supports (or comes to support) an ethos of superior
quality work and, indeed, excellence as standard fare."