You must have a supplier relationship of constant improvement.

Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.

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

Managing by results only makes things worse.

It is important that an aim never be defined in terms of activity or methods. It must always relate directly to how life is better for everyone. . . . The aim of the system must be clear to everyone in the system. The aim must include plans for the future. The aim is a value judgment.

Without theory, there are no questions.

We know what we told him, but we don't know what he heard.