The system that people work in and the interaction with people may account for 90 or 95 percent of performance.

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

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

Innovation comes from the producer - not from the customer.

The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.

...a person and an organization must have goals, take actions to achieve those goals, gather evidence of achievement, study and reflect on the data and from that take actions again. Thus, they are in a continuous feedback spiral toward continuous improvement. This is what 'Kaizan' means.

It is management's job to direct the efforts of all components toward the aim of the system. The first step is clarification: everyone in the organization must understand the aim of the system, and how to direct his efforts toward it. Everyone must understand the damage and loss to the whole organization from a team that seeks to become a selfish, independent, profit center.