Monetary Rewards Are Not A Substitute For

The Main Difference Between Service And Manufacturing Is The Service Department Doesn't Know That They Have A Product.

A Bad System Will Beat A Good Person Every Time.

Foremost Is The Principle That The Purpose Of Consumer Research Is To Understand The Customer's Needs And Wishes, And Thus Design Product And Service That Will Provide Better Living For Him In The Future. A Second Principle Is That No One Can Guess The Future Loss Of Business From A Dissatisfied Customer.

We Must Understand Variation.

Manage The Cause, Not The Result.