A leader knows who is outside of the system and needs special help.

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

The source of innovation is freedom. All we have - new knowledge, invention - comes from freedom. Discoveries and new knowledge come from freedom. When somebody is responsible only to himself, [has] only himself to satisfy, then you'll have invention, new thought, now product, new design, new ideas.

The most basic problem is that performance appraisals often don't accurately assess performance.

There is no knowledge without theory.

The transformation will come from leadership.

You do not install quality; you begin to work at it.