Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.

The manager is a servant. His master is the institution he manages and his first responsibility must therefore be to it.

Innovation requires us to systematically identify changes that have already occurred in a business - in demographics, in values, in technology or science - and then to look at them as opportunities. It also requires something that is most difficult for existing companies to do: to abandon rather than defend yesterday.

The only definition of a leader is someone who has followers.

Trying to predict the future is like trying to drive down a country road at night with no lights while looking out the back window.

If you can't measure it, you can't change it.

Vision without execution is delusion. The joy is in the results