You Can Expect What You Inspect.

Foremost Is The Principle That The Purpose Of Consumer Research Is To Understand The Customer's Needs And Wishes, And Thus Design Product And Service That Will Provide Better Living For Him In The Future. A Second Principle Is That No One Can Guess The Future Loss Of Business From A Dissatisfied Customer.

Forces Of Destruction: Grades In School, Merit System, Incentive Pay, Business Plans, Quotas.

Now, We Learn That A System Must Have An Aim. Without An Aim, There Is No System.

Confusing Common Causes With Special Causes Will Only Make Things Worse.

You Must Not Run Your Organization As A Functional Hierarchy. You Must Understand It As A System.