Management by results - like driving a car by looking in rear view mirror.

To manage one must lead. To lead, one must understand the work that he and his people are responsible for

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

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.

New product and new types of service are generated, not by asking the consumer, but by knowledge, imagination, innovation, risk, trial and error on the part of the producer, backed by enough capital to develop the product or service and to stay in business during the learn months of introduction.

You can expect what you inspect.

Innovation comes from people who take joy in their work.