Short excerpt from a lecture by Edwards Deming distinguishing reactive fixes ("putting out fires") from genuine process improvement; emphasizes understanding the difference between plugging leaks, addressing people, and improving processes.
Finding what's wrong is not improvement of the process. If there were a fire here in this building and somehow we put it out, that did not improve the building. That's not improvement. That's putting out fires. People. It's very important to understand the difference between putting out fires, plugging leaks, and improvement of processes.
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