The main difference between service and manufacturing is the service department doesn't know that they have a product.
Competition should not be for a share of the market-but to expand the market.
Quality starts in the boardroom.
Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.
Quality is everyone's responsibility.
The most valuable "currency" of any organization is the initiative and creativity of its members. Every leader has the solemn moral responsibility to develop these to the maximum in all his people. This is the leader's highest priority.