Adopt a new philosophy of cooperation (win-win) in which everybody wins.

Part of America's industrial problems is the aim of its corporate managers. Most American executives think they are in the business to make money, rather than products or service. The Japanese corporate credo, on the other hand, is that a company should become the world's most efficient provider of whatever product and service it offers. Once it becomes the world leader and continues to offer good products, profits follow.

It is not enough that top management commit themselves for life to quality and productivity. They must know what it is that they are committed to - that is, what they must do. These obligations cannot be delegated. Support is not enough; action is required.

We are here for an education.

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

If you can't describe what you are doing as a process, you don't know what you're doing.

Divide responsibility and nobody is responsible.