> People will never be motivated to go the extra mile by a standardized, bureaucratized process. As much as anything else, standardization & bureaucratization

> People will never be motivated to go the extra mile by a standardized, bureaucratized process. As much as anything else, standardization & bureaucratization & Taylorism are most generally forces of stability & predictability & control. A well.managed company does not go extra miles. It goes exactly as many miles as the company said it would. If everything is working well. In bad times and in desperation, extra miles are what keep things together, what plugs leaks and patches tares. I believe so strongly in extra miles, in going overboard, and pouring in extra. In making things better than they had to be. But these extra miles are, in my view, owned & done by individuals. Extra miles are what competent happy craftspeople do when they are enjoying their craft; embellishing & exceeding. The extra mile is almost always a person's own thing. It is almost never something management or the org can pursue. The org can set conditions: create space & permission & happiness. And when these positives align, then we see real extra miles. > There is no replacement for good people. And giving them time and space to put in some extra miles.