There is no knowledge without theory.

We know what we told him, but we don't know what he heard.

If you can't describe what you are doing as a process, you don't know what you're doing.

The problem is that most courses teach what is wrong.

The system that people work in and the interaction with people may account for 90 or 95 percent of performance.

It is management's job to direct the efforts of all components toward the aim of the system. The first step is clarification: everyone in the organization must understand the aim of the system, and how to direct his efforts toward it. Everyone must understand the damage and loss to the whole organization from a team that seeks to become a selfish, independent, profit center.

Experience by itself teaches nothing.