The main difference between service and manufacturing is the service department doesn't know that they have a product.
The questions are more important than the answers.
A manager of people needs to understand that all people are different. This is not ranking people. He needs to understand that the performance of anyone is governed largely by the system that he works in, the responsibility of management.
Nobody should try to use data unless he has collected data.
Quality begins with the intent, which is fixed by management.
You can not achieve an aim unless you have a method.
Judging people does not help them.
It is wrong to suppose that if you can’t measure it, you can’t manage it – a costly myth
You can not hear what you do not understand.
People are entitled to joy in work.
Scrap doesn't come for free, we pay someone to make it.
It does not happen all at once. There is no instant pudding.
Learning is not compulsory; it's voluntary... But to survive, we must learn.
Meeting specifications is not enough.
Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.
People need to know what their jobs are.
You cannot inspect quality into the product; it is already there.
People need to know how their job contributes.
Managing by results only makes things worse.
What makes a scientist great is the care that he takes in telling you what is wrong with his results, so that you will not misuse them.
To copy is to invite disaster.
You do not find knowledge in a dictionary, only information.
...the most important things we need to manage can't be measured.
The worker is not the problem. The problem is at the top! Management!
The transformation will come from leadership.
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