Summary
The article 'Is performance personal or in the system?' in the Winter 2008 edition of the journal contains technical errors in its statistical content, for which the author apologizes. The purpose of the article was to stimulate thought on where best to intervene in a service system in order to improve performance. Through this, they learn that the greatest lever to improving performance is by taking action on the system conditions that inhibit people's ability to meet purpose, rather than a focus on the individuals themselves. The errors in choice of statistical methods do not change the article's conclusions.
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Extract
Note to the Editor
The article 'Is performance personal or in the system?' in the Winter 2008 edition of...
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