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

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

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

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.

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

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