Chapter Six

You Trust Me

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It's frustrating enough to face what feels like arbitrary inflexibility when dealing with a company. But it can quickly escalate to infuriating when the apparent reason for the inconvenience is that the company doesn't trust you to act with integrity.

This is an all too common experience. Most organizations over the past twenty years have been following command-and-control edicts that emphasize efficiency and routines designed to root out variation—for example, the Six Sigma model and other forms of process standardization. ...

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