Instruct: Classify a given Amazon review as either positive or negative.
Query: Moving from management by objective to the next generation.

A paragraph from the last chapter is an excellent statement of what's covered."No executive wants to increase inefficiency and waste, cost and bureaucracy. Yet without a dedication to customers, without an understanding of systems thinking and variation, without an appreciation for cooperation and the use of data, that is unfortunately what we end up doing." (page 255)You will likely see your company in one of the many examples given by Mr. Joiner. Chapter 9 gives just the right amount of detail in understanding variation and the use of control charts. The remainder of the book helps you understand how "common" and "specific" causes affect a system and how to manage them.