Everyone is a customer for somebody, or a supplier to somebody.

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.

Monetary rewards are not a substitute for intrinsic motivation.

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.

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

When a system is stable, telling the worker about mistakes is only tampering.

Profit in business comes from repeat customers