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.

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.

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%.

We have 50,000 moments of truth every day.

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission