"When it comes to processes, adherence to the process frequently becomes the objective, as opposed to achieving the objective that the process was put in place to achieve. The goal then becomes to avoid errors in the process, and when errors are made, additional overseers and inspectors are added. These overseers don't do anything to actually achieve the objective. They only identify when the process has gone bad after the fact."Deu logo para recuar a 2006 e ao confronto entre conformidade e eficácia/resultados.
Trecho retirado de "Turn the Ship Around" de David Marquet.