You must not run your Organization as a functional hierarchy. You must understand it as a System.

Research shows that the climate of an organization influences an individuals contribution far more than the individual himself.

Absence of defects does not necessarily build business... Something more is required.

Many people in management are being paid to produce waste.

Without questions, there is no learning.

The principles and methods for improvement are the same for service as for manufacturing. The actual application differs, of course, from one product to another, and from one type of service to another.

Experience by itself teaches nothing.