Devil’s Triangles in Service Management, and how to avoid them

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“We cannot solve our problems with the same thinking we used when we created them.”
Albert Einstein

“The righter we do the wrong thing, the wronger we become.”
Russell Ackoff

“Mimicking the herd invites regression to the mean.”
Charlie Munger

“All truth passes through three stages.
First, it is ridiculed.
Second, it is violently opposed.
Third, it is accepted as being self-evident.”
Arthur Schopenhauer

“Simple can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it’s worth it in the end because once you get there, you can move mountains.”
Steve Jobs

“At the end of the day, all organizations are service providers, regardless of what they produce.”
Christian Grönroos

“If I have seen further it is by standing on the shoulders of Giants.”
Isaac Newton (1675)

“In het land der blinden is één-oog koning.”
Anon

“…in a turbulent world, there’s another set of cognitive skills that might matter more: the ability to rethink and unlearn.”
Adam Grant, in [Think Again]