To manage one must lead. To lead, one must understand the work that he and his people are responsible for

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.

Learn the basics of analytics and people will love you. If you don't have time to learn, hire someone.

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.

We are here to make another world.

Management is prediction.

Management's job is to know which systems are stable and which are not.