The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.

The 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."

Teamwork is neither "good" nor "desirable." It is a fact. Wherever people work together or play together they do so as a team. Which team to use for what purpose is a crucial, difficult and risky decision that is even harder to unmake. Managements have yet to learn how to make it.

One cannot hire a hand; the whole man always comes with it.

Growth that adds volume without improving productivity is fat. Growth that diminishes productivity is cancer.

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 productivity of work is not the responsibility of the worker but of the manager.