I recently read a principle written by the host of the Manager Tools podcast Mark Horstman that struck me. It reads, “Any hour you spend on people is a better investment than an hour spent on systems, processes or policies. Great people can overcome average systems; average people won’t live up to great systems”. In maintenance, we spend a lot of time talking about developing or streamlining a process but never how we will develop or coach someone struggling in their work—it’s generally assumed that if someone is doing a bad job that it stems from a lack of motivation or care. Take time to deliberately invest in people—you might avoid problems later on.

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