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

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

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

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.

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.

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

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