Scientific data are not taken for museum purposes; they are taken as a basis for doing something. If nothing is to be done with the data, then there is no use in collecting any. The ultimate purpose of taking data is to provide a basis for action or a recommendation for action. The step intermediate between the collection of data and the action is prediction.

Management by results - like driving a car by looking in rear view mirror.

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

People care more for themselves when they contribute to the system.

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

People work in the system. Management creates the system

Without questions, there is no learning.