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We need to work together to optimize the system as a whole, not to seek to optimize separate pieces... Optimizing separate pieces destroys the effectiveness of the whole. For the organization to work well as a whole, the components must work together.
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Errors of omission, lost opportunities, are generally more critical than errors of commission. Organizations fail or decline more frequently because of what they did not do than because of what they did.
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At a car dealership, the person who sells the car is the hero, and also gets the commission. But if the mechanics don't service that car well, the customer won't return.
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