This is what ultimately matters: where you end up, not the speed at which you get there, or the number of people you impress with your jittery busyne… - Cal Newport

… a better objective for support units would be the following: to effectively fulfill their administrative duties with as small an impact as possible on the specialists’ main work obligations. If taken seriously this metric might mean a given support unit needs to make its own work less efficient to better serve the organization.

The key lesson I want to extract from Marshall’s story is that management is about more than responsiveness. Indeed, as detailed earlier in this chapter, a dedication to responsiveness will likely degrade your ability to make smart decisions and plan for future challenges

If you service low-impact activities, therefore, you're taking away time you could be spending on higher-impact activities. It's a zero-sum game.