In 25 years as a management consultant, I have worked with hundreds of organizations. My work has involved performance improvement, revenue enhancements, and organizational assessments. In all my interactions with front-line staff, managers, and senior executives, I have never met anyone excited because they worked for an average or mediocre organization. On the contrary, I have met thousands of workers who would willingly sacrifice personal time to build organizations of excellence, yet their voice is ignored. I consistently witness the wisdom of W. Edwards Deming when he said, “The greatest waste … is a failure to use the abilities of people… the contributions that they are eager to make.”
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