We should work on our process, not the outcome of our processes.

Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.

You must not run your Organization as a functional hierarchy. You must understand it as a System.

Without theory, there are no questions.

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.

It's not enough to do your best; you must know what to do & then do your best.

We want best efforts guided by theory.