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

The aim of leadership should be to improve the performance of man and machine, to improve quality, to increase output, and simultaneously to bring pride of workmanship to people. Put in a negative way, the aim of leadership is not merely to find and record failures of men, but to remove the causes of failure: to help people to do a better job with less effort.

The transformation will come from leadership.

What makes a scientist great is the care that he takes in telling you what is wrong with his results, so that you will not misuse them.

Zero defects is a super highway going down the tube.

The most basic problem is that performance appraisals often don't accurately assess performance.

Anybody can achieve gains in quality by slowing down production. That is not what we are talking about.