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

It's management's job to know.

A leader must have knowledge. A leader must be able to teach.

It is wrong to suppose that if you can’t measure it, you can’t manage it – a costly myth

Innovation comes from people who take joy in their work.

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

Part of America's industrial problems is the aim of its corporate managers. Most American executives think they are in the business to make money, rather than products or service. The Japanese corporate credo, on the other hand, is that a company should become the world's most efficient provider of whatever product and service it offers. Once it becomes the world leader and continues to offer good products, profits follow.