Without Questions, There Is No Learning.

Management's Job Is To Know Which Systems Are Stable And Which Are Not.

Our Prevailing System Of Management Has Destroyed Our People. People Are Born With Intrinsic Motivation, Self-respect, Dignity, Curiosity To Learn, Joy In Learning. The Forces Of Destruction Begin With Toddlers - A Prize For The Best Halloween Costume, Grades In School, Gold Stars - And On Up Through The University. On The Job People, Teams, And Divisions Are Ranked, Reward For The Top, Punishment For The Bottom. Management By Objectives, Quotas, Incentive Pay, Business Plans, Put Together Separately, Division By Division, Cause Further Loss, Unknown And Unknowable.

The Most Important Measures Are Both Unknown And Unknowable.

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.

A Leader Is A Coach, Not A Judge.