If you read the original article in full, it covers this type of situation quite well. This is true: both employees and managers believe the blame and the heroics go to individuals, and this is a fundamental attribution error.
The vicious cycle caused by this attribution error drives companies into holes as they continue to reward and punish the wrong people for the wrong reasons.
In reality, most problems in work are systemic, and the only solutions are systemic as well. You want to create an environment where both 'business types' and employees alike are on the same wavelength about this fact, and work to improve the system they're in continuously. This is how you achieve quality, period.
I completely agree with you and I normally describe it in terms of creating the right culture (aka systemic behaviours). I've yet to read the article in full but will make time for it.
The vicious cycle caused by this attribution error drives companies into holes as they continue to reward and punish the wrong people for the wrong reasons.
In reality, most problems in work are systemic, and the only solutions are systemic as well. You want to create an environment where both 'business types' and employees alike are on the same wavelength about this fact, and work to improve the system they're in continuously. This is how you achieve quality, period.