The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.

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

A goal without a method is nonsense.

The process is not just the sum of its parts.

Any manager can do well in an expanding market.

3% of the problems have figures, 97% of the problems do not.

The worker is not the problem. The problem is at the top! Management!