"Management likes to believe that success happens when everyone is doing their job, while failure happens when they are not. [Moi ici: Cambada de terroristas] However, the same system that produces the successes also produces the failures in exactly the same way. Special-cause variation accounts for only 6 percent of all results, which includes individuals or groups of people not doing their job causing mistakes and errors, as well as those individuals or groups of people going above and beyond the call of duty, which accounts for unexpected successes"
Trecho retirado de "The Root Cause: Rethink Your Approach to Solving Stubborn Enterprise-Wide Problems" de Hans Norden.
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