The Just Don't Get It!

accelerates or undermines every technical solution you’ll implement. Strong data systems won’t help if people don’t trust the numbers. Clear priorities won’t stick if everything is treated as urgent. Partnerships won’t form if functions are protecting their turf. Supervisors can’t lead if they’re buried in firefighting mode. Culture isn’t abstract—it’s the foundation that determines whether your improvement efforts take root or get rejected like a bad transplant. I learned this the hard way. Early in my career, I stepped into a leadership role where the culture was so toxic it destroyed every attempt at progress. It became one of the most formative lessons of my life. Sidebar: A Horror Story from the Top Floor In the early 2000s, I accepted a COO role at an unnamed company. The CEO had seen what we accomplished at the Roanoke book plant and said, “Hey, come here and do that for us.” It wasn’t an easy decision after 23 years, but I made the move. I had arrived at “the top floor” with a mandate and thought I could change the world. Instead, I walked into an organization that ignored—or flat-out violated—every principle in this book. On the shop floor, many employees felt demoralized. Among site leaders, fear ruled the day.

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