Management’s job is to act on the system. Command-and-control management teaches that managers should manage budgets and manage people.

Little do command and control managers know that most of their measures-in-use cause tampering – they make performance worse.

The real matters of customer service, efficiency and revenue can only be understood when management has an understanding of the system.

The job of management is to act on the system.

The place to start is ‘check’.