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

In theory there is no difference between theory and practice. In practice there is. –. Service problems. +. Sales. +. New accounts. Reinforcing loop. +. Positive experience. Word of mouth. +. Balancing loop. Demand. +. Waiting time. +. Satisfaction. –.

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

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

  2. – Service problems + Sales + New accounts

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

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

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

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