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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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Improvement of Quality and Productivity, to be successful in any company, must be a learning process, year by year, top management leading the whole company.
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If I were to command a general to turn into a seagull, and if the general did not obey, that would not be the general's fault. It would be mine.
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