I think that people here expect miracles. American management thinks that they can just copy from Japan - but they don't know what to copy!

Management's job is to optimize the whole system.

People learn in different ways: reading, listening, pictures, watching.

Part of America's industrial problems is the aim of its corporate managers. Most American executives think they are in the business to make money, rather than products or service. The Japanese corporate credo, on the other hand, is that a company should become the world's most efficient provider of whatever product and service it offers. Once it becomes the world leader and continues to offer good products, profits follow.

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

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

The customer invents nothing. New products and new services come from the producer.