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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.
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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.
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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.
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