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Training for a job must teach the customer’s needs

The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they were taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.

the system that people work in and the interaction with people may account for 90 or 95 percent of performance.

A bad system will beat a good person every time.

It is not enough to do your best; you must know what to do, and then do your best.

One gets a good rating for fighting a fire. The result is visible; can be quantified. If you do it right the first time, you are invisible. You satisfied the requirements. That is your job. Mess it up, and correct it later, you become a hero.

Motivation – nonsense. All that people need to know is why their work is important.

When one understands who depends on me, then I may take joy in my work.

A company could put a top man at every position and be swallowed by a competitor with people only half as good, but who are working together.

A common disease that afflicts management and government administration the world over is the impression that “Our problems are different.” They are different, to be sure, but the principles that will help to improve quality of product and of service are universal in nature.

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