If you put a good person into a bad system the system will win. This has been proven so often that it has become a truism in the quality improvement field called the “85/15 Rule”. The 85/15 Rule shows that if you trace errors or service complaints back to the root cause, about 85% of the time the fault lays in the system, processes, structure, or practices of the organization. Only about 15% of the ricochets can be traced back to someone who didn’t care or wasn’t conscientious enough.
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