...the Most Important Things We Need To

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

Quality Begins With The Intent, Which Is Fixed By Management.

We Should Be Guided By Theory, Not By Numbers.

If You Can't Describe What You Are Doing As A Process, You Don't Know What You're Doing.

Confusing Common Causes With Special Causes Will Only Make Things Worse.