You seldom improve quality by cutting costs, but you can often cut costs by improving quality.

There are only two ways to establish competitive advantage: do things better than others or do them differently.

In an organization of any significant size, the executives cannot create the future single-handedly. They must develop the enterprise in a constellation of teams within the overall team if they hope to bring the special talents and resources to bear on the challenge of creating superior customer value and sustaining a competitive advantage in the eyes of its customers.

Customer needs have an unsettling way of not staying satisfied for very long.

Albrecht's Law - Intelligent people, when assembled into an organization, will tend toward collective stupidity.

You seldom improve quality by cutting costs, but you can often cut costs by improving quality.

We are going to need organizations that are culturally equipped to adapt. They must have internal processes that are creative, generative, and productive rather than controlled, confining, and normative. In short, we must UNSHACKLE THE HUMAN BRAIN and exploit its productive potential.