Foremost is the principle that the purpose of consumer research is to understand the customer's needs and wishes, and thus design product and service that will provide better living for him in the future. A second principle is that no one can guess the future loss of business from a dissatisfied customer.

Put a good person in a bad system and the bad system wins, no contest.

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

A rule should suit the purpose.

It is not necessary to change. Survival is not mandatory.

There is no economy in having one operation produce a part and another separate the good ones from the bad ones.

The most important things cannot be measured.