Noah

“Maximizing the ability to handle variety is central to improving service and reducing costs. The systems approach employs the ingenuity of workers in managing and improving the system. It is intelligent use of intelligent people; it is adaptability designed in, enabling the organization to respond effectively to customer demands. Workers”
― John Seddon, Freedom from Command and Control: Rethinking Management for Lean Service

“To justify these contradictory rulings, the court stated that being white was based on the common understanding of the white man. In other words, people already seen as white got to decide who was white.”
― Robin DiAngelo, White Fragility: Why It's So Hard for White People to Talk About Racism

“Ideologies that obscure racism as a system of inequality are perhaps the most powerful racial forces because once we accept our positions within racial hierarchies, these positions seem natural and difficult to question, even when we are disadvantaged by them. In this way, very little external pressure needs to be applied to keep people in their places; once the rationalizations for inequality are internalized, both sides will uphold the relationship.”
― Robin DiAngelo, White Fragility: Why It's So Hard for White People to Talk About Racism

“As with any target, in the pursuit of this purpose managers actually make performance worse—by ‘managing costs,’ for example, they create (more) costs. If only they knew. In pursuit of economies of scale, managers of service organizations build factories to handle work and worsen service, but they remain unaware of the extent of the damage, because their measures, being activity- rather than purpose-related, keep them blind. Top-down”
― John Seddon, Freedom from Command and Control: Rethinking Management for Lean Service