Good leaders don’t necessarily make decisions, but they do ensure that decisions are being made: what matters is that plates are spinning, not that leaders spin the plates.

Good leaders ensure that action is being taken by the people in the work processes; and ensure that this action is based on knowledge and understanding of the current processes. Good leaders assist in whatever way is required to make things happen. People should know they can ‘pull’ on leaders to resolve things beyond their control.

The first and central requirement is ensuring there are measures of capability in the work processes – measures that show achievement of purpose in customer terms, over time, and the variation in performance.

Good leaders make sure that the right people get together; they focus on helping people determine how they will know if action leads to improvement. Good leaders embody the spirit of learning. Good leaders place a premium on knowledge.