It Only Takes A Little Innovation.

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.

Transformation Is Not Automatic. It Must Be Learned; It Must Be Led.

A Leader Must Have Knowledge. A Leader Must Be Able To Teach.

The Process Is Not Just The Sum Of Its Parts.

I Am Not Reporting Things About People. I Am Reporting Things About Practices.