Don't expect smart people to listen to you without proof.
The customer invents nothing. New products and new services come from the producer.
Experience by itself teaches nothing... Without theory, experience has no meaning. Without theory, one has no questions to ask. Hence, without theory, there is no learning.
To optimize the whole, we must sub-optimize the parts
If you do not know how to ask the right question, you discover nothing.
The greatest waste … is failure to use the abilities of people…to learn about their frustrations and about the contributions that they are eager to make.