“A bad system, will defeat a good person, every time.” — W. Edwards Deming Would you polish drinking glasses at home with the furniture cleaner Lemon Pledge? Of course not – it’s got to be poisonous or at least harmful. Would you use Lemon Pledge to polish the glasses if you were a hotel housekeeper? No? So what would make somebody do that? The tell-all book about the hotel industry, Heads in Beds: A Reckless … Continue reading What Makes a Person Clean Drinking Glasses with Pledge? A Bad System