CHAPTER 8

Resistance to Improvement

When an ordinary human being strides forward, there are parts of him moving backward. The [corporate] organism is infinitely more sprawling and complicated in its motion.1

Few are the places . . . where the gulf of remoteness is broader than in the dealings between an employee and those who make personnel decisions affecting his welfare.2

—J.M. Juran

It is useful to recap the deep source work Juran left on the resistance that comes with gain.

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Instinctive Reflex to Change

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Getting good at problem-solving means ...

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