Have career systems that bring people into senior leadership positions who actually have an intimate knowledge of the organization’s work processes because they have performed them themselves and have grown up with or been promoted from within the organization • Have a culture that values simplicity and does not reward unnecessary complexity—a culture in which calling something “common sense” is a compliment rather than an insult, and in which the language used is simple, clear, and direct • Use language that is action oriented and, even more important, have follow-up processes to ensure that
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