Evidence Over Attestation
“Attaining maximum efficiency while heading in a direction no customer asked for.”
Maximum efficiency in the wrong direction is the characteristic failure of companies that adopted agents without adopting judgment.
More lines from the same part
- “Clear failure states, quiet recovery, and no punishment for a customer's caution.”
- “The machine can do the arithmetic but only competence knows what the number means.”
- “Hold the line at midnight when the output looks perfect and the gate says no.”
- “Excellence is judged at the customer's fingertip, by a person who owes you nothing.”