Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better.
Improve quality, you automatically improve productivity.
Manage the cause, not the result.
Everyone is a customer for somebody, or a supplier to somebody.
A goal without a method is nonsense.
We are being ruined by the best efforts of people who are doing the wrong thing.
Divide responsibility and nobody is responsible.
We know what we told him, but we don't know what he heard.
We should work on our process, not the outcome of our processes.
If you do not know how to ask the right question, you discover nothing.
Information is not knowledge. Let's not confuse the two.
Quality starts in the boardroom.
When we cooperate, everybody wins.
Does experience help? NO! Not if we are doing the wrong things.
Management's job is to optimize the whole system.
If you destroy the people of a company, you do not have much left.
Whenever there is fear, you will get wrong figures.
Without questions, there is no learning.
A leader must have knowledge. A leader must be able to teach.
You can not hear what you do not understand.
It does not happen all at once. There is no instant pudding.
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.
The main difference between service and manufacturing is the service department doesn't know that they have a product.
You can not achieve an aim unless you have a method.
People are entitled to joy in work.
