The Greatest Losses Are Unknown And Unknowable.

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

The Greatest Waste … Is Failure To Use The Abilities Of People…to Learn About Their Frustrations And About The Contributions That They Are Eager To Make.

Judging People Does Not Help Them.

The Emphasis Should Be On Why We Do A Job.

Learning Is Not Compulsory; It's Voluntary... But To Survive, We Must Learn.