Management of outcomes may not be any more than a skill. It does not require knowledge.

Innovation comes from the producer - not from the customer.

Change the rule and you will get a new number.

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!

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.

For Quality: Stamp out fires, automate, computerize, M.B.O., install merit pay, rank people, best efforts, zero defects. WRONG!!!! Missing ingredient: profound knowledge.

People work in the system. Management creates the system