Many people in management are being paid to produce waste.
Absence of defects does not necessarily build business... Something more is required.
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.
Management by results - like driving a car by looking in rear view mirror.
The aim should be to work on the method of management.
It is a mistake to assume that if everybody does his job, it will be all right. The whole system may be in trouble.