Zeynep Ton

MIT's Zeynep Ton explains how caring deeply for workers pays off for companies

Zeynep Ton, Greg Schell, Zainab Khan

Zainab Khan argues that the high turnover and low wages plaguing frontline industries are strategic failures rather than inevitable costs, driven by a misguided belief that labor efficiency requires squeezing workers to maximum capacity. By implementing the "Good Job" playbook—which involves simplifying work, standardizing processes, and maintaining operational slack—companies like Costco and Quick Trip have achieved lower turnover and higher profitability while paying significantly better wages. The Good Jobs Institute is currently working to convert 10 million low-quality jobs into stable, well-compensated roles by 2027, aiming to prove that treating workers with deep care creates a virtuous cycle of productivity and revenue.