The most basic problem is that performance appraisals often don't accurately assess performance.

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

Any two people have different ideas of what is important.

Learning is not compulsory; it's voluntary... But to survive, we must learn.

The most basic problem is that performance appraisals often don't accurately assess performance.

The main difference between service and manufacturing is the service department doesn't know that they have a product.

We must understand variation.