He That Would Run His Company On

The Principles And Methods For Improvement Are The Same For Service As For Manufacturing. The Actual Application Differs, Of Course, From One Product To Another, And From One Type Of Service To Another.

Don't Expect Smart People To Listen To You Without Proof.

To Copy Is To Invite Disaster.

The Main Difference Between Service And Manufacturing Is The Service Department Doesn't Know That They Have A Product.

We Are Being Ruined By The Best Efforts Of People Who Are Doing The Wrong Thing.