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.

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.

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.

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

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

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