Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

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

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.

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

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

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