A system is a network of interdependent components that work together to try to accomplish the aim of the system. A system must have an aim. Without the aim, there is no system.

Now, we learn that a system must have an aim. Without an aim, there is no system.

You can not hear what you do not understand.

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.

You do not install knowledge.

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

To copy is to invite disaster.