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

2. Sales +
New
accounts –
Service
problems +

3. Reinforcing loop +
Positive
experience
Word of
mouth +

4. Balancing loop
Demand +
Waiting
time +
Satisfaction –

5. Balancing loop with delays
Demand +
Waiting
time +
Satisfaction –

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

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

8. 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