It is wrong to suppose that if you can’t measure it, you can’t manage it – a costly myth

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.

If someone can make a contribution to the company he feels important.

Zero defects is a super highway going down the tube.

...the most important things we need to manage can't be measured.

We want best efforts guided by theory.

Without theory we can only copy.