Paraphrase Historical ways of managing built on outdated twentieth century practices such as numerical quotas or motivational slogans will not work in today's global business environment. Nevertheless, some organizations, such as call centers, are still managed like this. To survive in today's competitive environment, companies must take a customer-driven approach to quality. To accomplish this, every- one, from the boardroom to the stockroom, must learn and understand the principles of quality and performance excellence. However, people change jobs and organizations gen- erally have a short memoryboth need to continually renew themselves to learn new approaches and relearn many older ones. This is often called "organizational learning," and will be addressed in a later chapter