W. Edwards Deming
distinguish learning from compliance and variation from verdicts
The Human Enterprise
The Distance Between Done And Used
Original dramatic voices inspired by contrasting intellectual traditions; not historical quotations.
Mister Rogers
make it possible to admit confusion without making someone small
Peter Drucker
insist on a customer result and an accountable business choice
Jane Jacobs
follow the actual work, including who can and cannot use its informal routes
Ruth
experienced returns clerk following the work as it is actually done
Eli
new returns clerk learning the policy and the route to a usable decision
Manager
accountable owner of the adoption decision and the customer result
Host
the case at the table