All models are wrong; some models are useful.

The greatest waste … is failure to use the abilities of people…to learn about their frustrations and about the contributions that they are eager to make.

When we cooperate, everybody wins.

We are here to make another world.

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

The main difference between service and manufacturing is the service department doesn't know that they have a product.

The job can't be finished only improved to please the customer.