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.

It's management's job to know.

Innovation comes from people who take joy in their work.

The transformation will come from leadership.

Survival is optional. No one has to change.

All models are wrong; some models are useful.

If you wait for people to come to you, you'll only get small problems. You must go and find them. The big problems are where people don't realize they have one in the first place.