The customer invents nothing. New products and new services come from the producer.
Management by results - like driving a car by looking in rear view mirror.
Adopt a new philosophy of cooperation (win-win) in which everybody wins.
Absence of defects does not necessarily build business... Something more is required.
Divide responsibility and nobody is responsible.
The moral is that it is necssary to innovate, to predict the needs of the customers, and give him more. He that innovates and is lucky will take the market.