Zeynep Ton
There are two problems with relying so much on data.
The first problem is our desire to make business a science and identify cause and effect in isolation. The outcomes of so many decisions that companies make are not determined by inescapable laws of science. They’re determined by the actions of leaders who have agency to affect those outcomes.
The second problem with data is that when … [ Read more ]
Content: Quotation | Author: Zeynep Ton | Source: McKinsey Quarterly | Subjects: Decision Making, Management, Organizational Behavior
Zeynep Ton
Good service rests on a foundation of good operations. But good operations rest on a foundation of skilled and motivated employees.
Content: Quotation | Author: Zeynep Ton | Source: The Conference Board Review | Subjects: Customer Related, Human Resources, Management, Operations
Zeynep Ton
Great performance, whether in customer service or the quality of manufacturing, requires operational excellence. Operational excellence requires a great operational design and great people to carry it out. Neither can make up for the lack of the other.
Content: Quotation | Author: Zeynep Ton | Source: The Conference Board Review | Subjects: Customer Related, Human Resources, Management, Operations
No, You Can’t Make Your Company “Employee-Proof”
Even with good systems, you still need good people.
Content: Article | Author: Zeynep Ton | Source: The Conference Board Review | Subjects: Customer Related, Human Resources, Management, Operations