Transformation Is Not Automatic. It Must Be

Does The Customer Invent New Product Or Service? The Customer Generates Nothing. No Customer Asked For Electric Lights. There Was Gas And Gas Mantles, Which Gave Good Light.

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 Most Important Figures For Management Of Any Organization Are Unknown And Unknowable.

A Rule Should Suit The Purpose.

Nothing Happens Without Personal Transformation.