It does not happen all at once. There is no instant pudding.

Whenever there is fear, you will get wrong figures.

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

I am not reporting things about people. I am reporting things about practices.

Failure of management to plan for the future and to foresee problems has brought about waste of manpower, of materials, of the machine-time, of all which raise the manufacturer's cost and price that the purchaser must pay

Management by results is confusing special causes with common causes.

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.