There is no substitute for knowledge.
Managing by results only makes things worse.
You can not achieve an aim unless you have a method.
Any two people have different ideas of what is important.
What we need to do is learn to work in the system, by which I mean that everybody, every team, every platform, every division, every component is there not for individual competitive profit or recognition, but for contribution to the system as a whole on a win-win basis.
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.