These three stories sound simple, almost trivial, but they provide a revealing glimpse of what sets these companies apart from their competitors and places them among those few that have achieved sustainable, profitable growth over a decade or more.
The reason few companies implement such simple improvements isn't a lack of good ideas, but because complexity traps and kills good ideas. This is particularly dangerous for today's service industries. As a manufacturing company grows, it benefits from economies of scale and can focus teams of people on extracting the maximum productivity from its plant operations.
But service companies are different. Their growth typically results in more complexity — not productivity benefits — and complexity inevitably kills growth.
Via Dr. Gero Presser, Sebastian Thielke