Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
Peter DruckerWe have tried to substitute mass for purpose. We have tried to regain military potency of defense by making it gigantic, unwieldy, complex. It never works.
Peter DruckerThe most critical case in a corporation, especially a big one, is when everything goes well, when you have accomplished your objectives. When the temptation is to work twice as hard instead of saying, "We have accomplished our objectives, we have to think again."
Peter Drucker