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.

Scrap doesn't come for free, we pay someone to make it.

The most important measures are both unknown and unknowable.

The ultimate purpose of collecting the data is to provide a basis for action or a recommendation.

People work in the system. Management creates the system

Stamping out fires is a lot of fun, but it is only putting things back the way they were.

It is not necessary to change. Survival is not mandatory.