In the second case, what would happen if we placed people into positions based on the reasons they aren't great in their current position? What if we embraced the differences instead of trying to make people conform to a mold based on the set beliefs a certain position should act a certain way? How do these set beliefs change from boss to boss? How do we really know one managerial style or customer service style is better than another? What do we need to do to get the best work from the most people? I think this last question is the most important of them all.