Over the next three or four months we simply collected all our procedures manuals…People would ask us from time to time when the new manuals would be ready. Eventually, some began to suspect that an update wasn’t going to appear and asked us why. Only then did we say aloud what we had been thinking: that we were trading written rules for common sense. And that is the system we have today, which is barely a system at all.
-Ricardo Semler
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