Quality combines people power and process power.

If you and I are not having a dialogue, when you're having an argument, the reason the argument happen is because we are not listening to each other. Then, the argument comes in, but if we truly listen instead of hearing, argument will not happen. Then, we'll empathize, and then once the empathy kicks in, you will be much more inclining with my viewpoint and I'll be inclining with your viewpoint, and that's what is missing in organizations.

Careful, intelligent listening is a crucial step on the road to organizational success.

Quality combines people power and process power.

The costs of poor quality are tangible; they will cost you customers and money, and ultimately affect the success of your business.

It is not enough to simply "do your best". You must strive for perfection.

There's a part of us that looks at our iPhones instead of talking to people because we're shy or because we're a little uncomfortable, but there's also a part where everyone is working so fast and so hard that to actually listen, or to be thoughtful, or to do what you suggested, which is to take even a moment to say, "What can I do that would express care for somebody else?" that is a difficult thing for people to do because they're so overwhelmed with business.