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when we try to talk openly and honestly about race, white fragility quickly emerges as we are so often met with silence, defensiveness, argumentation, certitude, and other forms of pushback. These are not natural responses; they are social
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“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”
― Freedom from Command and Control: Rethinking Management for Lean Service
― 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.”
― White Fragility: Why It's So Hard for White People to Talk About Racism
― 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.”
― White Fragility: Why It's So Hard for White People to Talk About Racism
― 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”
― Freedom from Command and Control: Rethinking Management for Lean Service
― Freedom from Command and Control: Rethinking Management for Lean Service
“A central tenet of the traditional command-and-control mentality is management by the numbers; this is the basis and means for decision making. The numbers are largely financial and activity-related (what people do), which may or may not be of value to understanding and improving the system. With a proclaimed interest in ‘shareholder value,’ senior managers sit astride a system that they make more unstable and suboptimal through financial interference. Almost without thinking about it, the purpose of the organization becomes ‘make the budget.’ As”
― Freedom from Command and Control: Rethinking Management for Lean Service
― Freedom from Command and Control: Rethinking Management for Lean Service
Noah’s 2025 Year in Books
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