You can not hear what you do not understand.

Learning is not compulsory; it's voluntary... But to survive, we must learn.

In God we trust; all others bring data.

We are being ruined by the best efforts of people who are doing the wrong thing.

I should estimate that in my experience most troubles and most possibilities for improvement add up to the proportions something like this: 94% belongs to the system responsibility of management 6% special

...the most important things we need to manage can't be measured.

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.