If you can't describe what you are doing as a process, you don't know what you're doing.

If you can't describe what you are doing as a process, you don't know what you are doing

No one knows the cost of a defective product - don't tell me you do. You know the cost of replacing it, but not the cost of a dissatisfied customer.

If you can't describe what you are doing as a process, you don't know what your doing.

We should work on our process, not the outcome of our processes.

The prevailing style of management must undergo transformation. A system can not understand itself. The transformation requires a view from outside.