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.

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

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 you're not serving the customer, your job is to be serving someone who is.

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.