The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

When values are deeply embedded within an organization, they seldom change.

If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.

Habits grow from obtaining knowledge, attitude and skills.

When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

When you are young, if you can define your long-term dream, - something that you can get passionate about - solidify your values, dare to take a risk and then put a plan together to accomplish that dream... that could be the difference between success and failure in life.

In the long run, it costs more to provide poor rather than good service.