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The day soldiers stop bringing you their problems is the day you have stopped leading them. They have either lost confidence that you can help them or concluded that you do not care. Either case is a failure of leadership.
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Your purpose is to identify where in the process things go wrong, not who messed up. Look for systemic causes, not culprits.
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Improvement of Quality and Productivity, to be successful in any company, must be a learning process, year by year, top management leading the whole company.
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