In theory there is no difference between theory and practice In theory there is no difference between theory and practice. In practice there is.

Sales + New accounts – Service problems +

Reinforcing loop + Positive experience Word of mouth +

Balancing loop Demand + Waiting time + Satisfaction –

Balancing loop with delays Demand + Waiting time + Satisfaction –

Fixes that backfire – Current profits Staffing cuts + Productivity – +

Limits to growth + – + + + – + + Resources for quality Improved Complexity of issues + + + – Moore’s law Improved computing Complexity of software + +

Shifting the burden Crisis heroism Heroics & relaxation of rules + – Symptom correcting process Effective PM system formal rules – + Improvement Problem correcting process Delays of product launch + Dependence on heroics – Rewards for heroics Addiction loop