We have 50,000 moments of truth every day.

Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.

The only thing that counts is a satisfied customer.

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

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

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.

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