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The proper role of management is to lead people to understand business as a system of work, a system that links each worker’s capacity to serve with a specific customer’s needs. The goal of a business is to nurture continually the creative talents of company members. By focusing on its members’ activities, the manager will thereby improve the system’s capability to serve the needs of customers. To help each employee and supplier realize his or her potential in the company, management’s main job is to learn exactly what people do in their jobs and how what they do serves customers. Such learning is difficult, if not impossible, in companies that manage by results. (Johnson & Broms, 2000, p. 2)
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