‘You Have To Be The Best’
Doug Fenske has brought a lot of changes to his in-plant at Minnesota State University, Mankato—all in the name of giving customers what they want.
“I was here about three months and said, ‘that’s insane,’ ” he recalls. So he began making some changes. “My first staff meeting, I said, ‘This is our policy: we have no policies. We have to start over,’” he explains. “The joke I told was, ‘I cut the words ‘no’ and ‘problem’ out of the dictionary, and you could only use them if you used them together.’ ”
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