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No one can measure the loss of business that may arise from a defective item that goes out to a customer.
Systems are created, sustained, and improved by insightful and interactive work on the system, not by using carrots and sticks. Measurable goals do not improve systems; accountability does not improve systems. Improving systems improves systems.
The moral is that it is necessary to innovate, to predict needs of the customer, give him more. He that innovates and is lucky will take the market.
