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质量改进的第一步是了解客户真正想要的是什么。
The first step in quality improvement is to understand what the customer really wants.
Civilization will not last, freedom will not survive, peace will not be kept, unless a very large majority of the people unite to defend them.
A proof is a repeatable experiment in persuasion.
译文:世间总有得不到的东西,也总有办不到的事。
最好的决策是结合数据和同理心做出的。