The fact is, though, that two enterprises hiring from the same labor pool can get
radically different results according to the work climate their supervisors create. You
can see this in multiunit operations: There is always one unit that is consistently
better than the others—one that is cleaner, has a better food cost, has a better labor
cost, and has more satisfied customers. It is always the manager who makes this
difference, and usually this manager has created a climate in which the workers will
give their best.