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.

Nobody in the world is as good at making decisions as the Japanese.

Systematic change requires a willingness to look on change as an opportunity.

Universities won't survive. The future is outside the traditional campus, outside the traditional classroom. Distance learning is coming on fast.

Marketing and innovation make money. Everything else is a cost.

No organization can depend on genius; the supply is always scarce and unreliable. It is the test of an organization to make ordinary people perform better than they seem capable of, to bring out whatever strength there is in its members, and to use each person's strength to help all the other members perform.

By themselves, character and integrity do not accomplish anything. But their absence faults everything else.