We should work on our process, not the outcome of our processes.
Many people in management are being paid to produce waste.
To manage one must lead. To lead, one must understand the work that he and his people are responsible for
If you can't describe what you are doing as a process, you don't know what you're doing.
Let us ask our suppliers to come and help us to solve our problems.
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.