People Work In The System. Management Creates

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

Divide Responsibility And Nobody Is Responsible.

The Process Is Not Just The Sum Of Its Parts.

No Requirement Of Industry Is So Much Neglected As Operational Definitions.

Eighty Percent Of American Managers Cannot Answer With Any Measure Of Confidence These Seemingly Simple Questions: What Is My Job? What In It Really Counts? How Well Am I Doing?