在一个世纪前的美国，当个人对一家公司提起诉讼时，公众舆论往往会保护那家公司。
A century ago in the United States, when an individual brought suit against a company, public opinion tended to protect that company.
对一家公司来说，把规则置于人之上是大错特错。
For a company, the big mistake is to put procedures before people.
或者对一家公司的整体商务系统进行重新设计并且交付客户。
Or redesigning a company's entire store system and approach to customers.
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