Knowledge is the key.

The most important figures for management of any organization are unknown and unknowable.

You cannot inspect quality into the product; it is already there.

He that would run his company on visible figures alone will in time have neither company nor figures.

Adopt a new philosophy of cooperation (win-win) in which everybody wins.

Managers don't like giving appraisals, and employees don't like getting them. Perhaps they're not liked because both parties suspect what the evidence has proved for decades: Traditional performance appraisals don't work.

Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.