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.

You do not find knowledge in a dictionary, only information.

All anyone asks for is a chance to work with pride.

There is no substitute for knowledge.

Information is not knowledge. Let's not confuse the two.

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

You have to manage a system. The system doesn't manage itself.