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

Management of outcomes may not be any more than a skill. It does not require knowledge.

The customer invents nothing. New products and new services come from the producer.

People care more for themselves when they contribute to the system.

The biggest cost of poor quality is when your customer buys it from someone else because they didn't like yours.

You can not define being exactly on time.

The moral is that it is necssary to innovate, to predict the needs of the customers, and give him more. He that innovates and is lucky will take the market.