Following a presentation at a recent business conference, an attendee made a skeptical remark to me. "Last year I heard another large company's similar success-story testimonial, but a few weeks later that company announced poor financial results and was laying off employees," he commented. "Do these so-called improvement methods really work?" Indeed, it is difficult to explain contradictions such as these, where organizations praise themselves for doing good things but then do not produce positive results.
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