As part of my management training "readings," I've listened to a presentation given by Horst Shulze, former CEO of Ritz-Carlton. He's got some interesting things to say about what organizations need to do to improve how they work.

"Elimination of defects means becoming efficient. Cutting costs is not efficiency."

"If you hide a mistake, you can't learn from it...A mistake that happens more than once is a procedural defect."

"To hire people only to fulfill a function is immoral."

He also spends a lot of time on hiring the right people and the importance of orienting them to core company values, training them, then reminding them daily of those core values.

Labels: management