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.

Research shows that the climate of an organization influences an individuals contribution far more than the individual himself.

The aim should be to work on the method of management.

You can not define being exactly on time.

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

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

The principles and methods for improvement are the same for service as for manufacturing. The actual application differs, of course, from one product to another, and from one type of service to another.