The best way to develop responsibility in people is to give them responsibility.

Catch people in the act of doing something right.

No one can make you serve customers well. That's because great service is a choice.

Vision comes alive when everyone sees where his or her contribution makes a difference.

Most companies spend all their time looking for another management concept and very little time following up the one they have just taught their managers.

Empowering means helping teams develop their skills and knowledge and supporting them to use their talents.

Successful organizations have one common central focus: Customers.