You should not ask questions without knowledge.

Foremost is the principle that the purpose of consumer research is to understand the customer's needs and wishes, and thus design product and service that will provide better living for him in the future. A second principle is that no one can guess the future loss of business from a dissatisfied customer.

I should estimate that in my experience most troubles and most possibilities for improvement add up to the proportions something like this: 94% belongs to the system responsibility of management 6% special

The prevailing style of management must undergo transformation. A system can not understand itself. The transformation requires a view from outside.

The aim of education should be to preserve and nurture the yearning for learning that a child is born with.

Absence of defects does not necessarily build business... Something more is required.

The greatest losses are unknown and unknowable.