Introducing the Five Secrets
To introduce the five secrets of great value creators, let me begin with a story. A few years ago, I was working at another university. We were having considerable difficulty hiring and retaining good secretaries to provide faculty support. The university's pay structure wasn't very good, and as faculty members we had virtually no ability to reward secretaries for exceptional performance. Consequently, the secretaries did what was expected of them and no more. And as long as the faculty were reasonably satisfied, it was a job well done.
We then hired a secretary who changed all that. She was different from the start. ...
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