A Rule Should Suit The Purpose.

A System Must Be Managed. It Will Not Manage Itself.

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.

The System That People Work In And The Interaction With People May Account For 90 Or 95 Percent Of Performance.

It Is A Mistake To Assume That If Everybody Does His Job, It Will Be All Right. The Whole System May Be In Trouble.

The Moral Is That It Is Necssary To Innovate, To Predict The Needs Of The Customers, And Give Him More. He That Innovates And Is Lucky Will Take The Market.