The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

The only thing that counts is a satisfied customer.

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.