Quote by W. Edwards Deming
The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they were taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.
See blog posts exploring the ideas raised by this quote: Each Person Doing What They Are Told Isn’t Enough, "the system that people work in and the interaction with people may account for 90 or 95 percent of performance" W. Edwards Deming", Attributing Fault to the Person Without Considering the System.
Book: Out of the Crisis