Knowledge of variation is vital

There is no such thing as the number of people in this room – whom do we count?

There is a number that we get by following a procedure

A procedure is not right nor wrong, rather it is a procedure

Follow the census procedures to achieve results will be comparable with those of the census

Psychology helps us to understand people and interactions between people and the circumstances they work in

A manager of people must understand differences [between people] and use them for optimization of the system

Extrinsic and intrinsic motivation

One is born with intrinsic motivationJudging people does not help them

Performance cannot be measured

Losses cannot be measured