The main difference between service and manufacturing is the service department doesn’t know that they have a product.
Quality is pride of workmanship.
If you can’t describe what you are doing as a process, you don’t know what you’re doing.
Quality is everyone’s responsibility.
Nobody goes to work to do a bad job.
We are here to learn, to make a difference and to have fun.
People are entitled to joy in work.
Change the rule and you will get a new number.
Any two people have different ideas of what is important.
The aim should be to work on the method of management.
The transformation will come from leadership.
The process is not just the sum of its parts.
Nobody should try to use data unless he has collected data.
Meeting specifications is not enough.
Managing by results only makes things worse.
Management’s job is to optimize the whole system.
Just because you can measure everything doesn’t mean that you should.
3% of the problems have figures, 97% of the problems do not.
A rational prediction has an explanation based on theory.
A rule should suit the purpose.
Forces of Destruction: grades in school, merit system, incentive pay, business plans, quotas.