Quotes in improvement

Managers must see themselves as experimenters who lead learning, not dictators who impose control.


Management must provide employees with tools that will enable them to do their jobs better, and with encouragement to use these tools. In particular, they must collect data.

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Every process generates information that can be used to improve it.

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The quality revolution is nothing more, or less, than the dramatic expansion of the of scientific problem solving using informed observation and directed experimentation to find out more about the process, the product and the customer.

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There's only one corner of the universe you can be certain of improving, and that's your own self.

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All truth passes through three stages. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as being self-evident.


statistical methods appropriate for iterative inquiry can help the investigator not only to answer questions originally asked but also to catalyze the posing of new questions. Thus greatly assisting the subject matter specialist's attempt to understand the phenomenon under study.

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Learning is not compulsory... neither is survival.


I should estimate that in my experience most troubles and most possibilities for improvement add up to the proportions something like this:
94% belongs to the system (responsibility of management)
6% special


It is not necessary to change. Survival is not mandatory.