Chapter 11Give Details Top Billing
There are two words that make [operations] work around here … quality and pride. If you design, build, operate, and maintain with quality, people will take pride in what they do.72
Dick Nunis (Retired Chairman, Walt Disney Attractions)
Business people of every stripe place a great deal of importance on seeing the “big picture” or coming up with the grand idea. But seldom understood is the fact that details give the big picture depth; they bring the grand idea clearly into focus and produce pride in workers’ skills. Paying attention to the little things is what turns the vision into a top-quality product or an outstanding service. As the great architect Mies van der Rohe once put it, “God is in the details.” ...
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