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.
The individual has been crushed by our style of management today.
Without questions, there is no learning.
We are here for an education.
We should work on our process, not the outcome of our processes.
Adopt a new philosophy of cooperation (win-win) in which everybody wins.