Quotes in management
Management of a system requires knowledge of the interrelationships between all of the components within the system and of everybody that works in it.
It is not necessary to change. Survival is not mandatory.
Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allows.
Good management is good management: it doesn’t matter if someone figured out the good idea 100 years ago or last week.
It is not enough to do your best; you must know what to do, and then do your best.
There are four prongs of quality and four ways to improve quality of product and service:
- Innovation in product and service
- Innovation in process
- Improvement of existing product and service
- Improvement of existing process
The common mistake is the supposition that quality is ensured by No. 4, improvement of process, that operations going off without blemish on the factory floor, in the bank, in the hotel will ensure quality. Good operations are essential, yet they do not ensure quality. Quality is made in the boardroom.
A bank that failed last week may have had excellent operations— speed at the tellers’ windows with few mistakes; few mistakes in bank statements; likewise in the calculation of interest and of penalties and loans. The cause of failure at the bank was bad management, not operations.
Data are not taken for museum purposes; they are taken as a basis for doing something. If nothing is to be done with the data, then there is no use in collecting any. The ultimate purpose of taking data is to provide a basis for action or a recommendation for action. The step intermediate between the collection of data and the action is prediction.