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.

People work in the system. Management creates the system

Management by results is confusing special causes with common causes.

No requirement of industry is so much neglected as operational definitions.

The result of long-term relationships is better and better quality, and lower and lower costs.

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.

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.