This leads me to our performance-appraisal system, in which we hold our people responsible only for the things they can control. Appraisal is based on the things that we told employees were important during their orientation--the gold standards. Once our employees become certified, performance appraisals are nothing more than a recertification, so that training can become a continuous process. We also ask our people to contribute to the process by identifying problems and working to solve them.