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.

Now, we learn that a system must have an aim. Without an aim, there is no system.

We should be guided by theory, not by numbers.

Retroactive management emphasizes the bottom line.

No requirement of industry is so much neglected as operational definitions.

The system that people work in and the interaction with people may account for 90 or 95 percent of performance.

Any two people have different ideas of what is important.