To achieve effificiency, the authors suggest the following (we have added the comments)

1. Expose Hidden costs

Hidden costs can include poor customer service, missed sales due to wrong training, wrong person on the wrong course

2. aggressively reduce costs

When most people talk about reducing costs, they usually mean banning upgrades to staplers and stationary. This is not only penny wise, pound foolish but it is stupid. It gives managers a reputation for managing triviality.

3. Build and maintain reliable systems and processes

Now we are getting to it – Too many systems rely on people remembering things. When new software is brought in, it is bent to fit the processes and people available who can do what or wants to do what rather than the other way round.

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