Jon Miller > Quotes

“To change the culture leaders must make it clear that if a team member does make a medication error, it’s a process problem, not a people problem. Our job as managers and leaders is to redesign the process that delivered the defect. The culture changes when the leaders focus on the process and quit blaming the people.”
― Jon Miller, Creating a Kaizen Culture: Align the Organization, Achieve Breakthrough Results, and Sustain the Gains

“When kaizen events are designed with the purpose of only improving processes or driving financial savings but not challenging people to develop their skills, kaizen becomes noninfectious.”
― Jon Miller, Creating a Kaizen Culture: Align the Organization, Achieve Breakthrough Results, and Sustain the Gains