Customers have the final say as to the quality of your output. If you want to know if you are doing a good job, ask the customers If you want better outputs, you must improve the systems, processes and methods Process is the interacting systems, process and methods, it converts inputs into outputs. Organizations consist of many systems, not all systems and processes are Gemba. Human error is a negligible source of our problems. Yet because we don t understand systems, we act as though human error were the primary cause of our problems.
Leaders can no longer be experts and autocrats.
Leaders must understand systems, lead systems, and think systemically. To lead your systems systemically is to lead your organizations into the new century.