The most important figures for management of any organization are unknown and unknowable.

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

The transformation will come from leadership.

Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.

Stamping out fires is a lot of fun, but it is only putting things back the way they were.

Management's job is to optimize the whole system.

We are being ruined by the best efforts of people who are doing the wrong thing.