Just as doing things right the first time on the factory floor saves the cost of rework and scrap, so providing good customer service avoids the heavy costs of alienating buyers. – Davidow and Uttal (17)

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Leadership is more than just leading: it is providing opportunities for others to grow and to contirubute more to the overall achievements of the organization. – Wynn and Guditus

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Creativity is far more common than previously thought. In fact, most researchers claim there is a spark of genius in each of us, waiting to be freed. – Dudley Lynch

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All problems become smaller if, instead of indulging them, you confront them. Touch a thistle timidly and it pricks you; grasp it boldly and it’s spine crumbles – William S. Halsey

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Although “to err is human,” intelligence is a also human characteristic, and we must never stop trying to find ways of not making mistakes – Ishuhara (54)

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If there is one consistent lesson from those who have led this effort (toward continuous improvement), it is that there is no universal strategy for success. – Hunt (50)

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Quality cannot be copied; there is no step-by-step cookbook that applies equally to all company situations and cultures. – Ernst & Young (27)

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Training increases skill and competence and teaches employees the “how” of a job. Education increases their insights and understanding and teaches the “why.” – Hammer and Champy (43)

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Leadership – beginning with senior management and extending down through the middle management ranks – is the “magic ingredient” for making quality work. But even a magic ingredient is of little value if it won’t stay in the mix. – Chang, Labovits, and Rosansky (13)

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The true final test of the product/service comes when it is in the customer’s hands actually being used or enjoyed. In the end it is the customer’s hand that judges whether quality and fitness for use are achieved. Allan Sayle

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Earn a reputation for training your people well and you’ll not only make more productive use of your time but you’ll end up with the most productive people. The star performers will gravitate toward you. – McCormack (78)

training-and-development

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The more complex the task, the better it serves as prepartion for a more complicated task the next time. One puzzle leads to another – Reich (93)

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The first step in eliminating arbitrary numerical goals should be removing posters and slogans from offices, hallways, production sites, etc… If management feels the need to replace the posters, it should put up control charts, explanations of how to do a job, or reports on management’s progress toward never-ending improvement. Gitlow and Gitlow (36)

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If you just try to meet the compettion, you will not survive in this new economic age. You must try to meet the customer, not just the competition.Scherkenbach (97)

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It is meaningless, if not obviously counterproductive, to hang up posters demanding new levels of productivity without providing people with the tools and information to achieve them. In this case exhortation is demeaning. – Ernst & Young (27)

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The object of Total Quality is to make use of the brainpower, creativity and work experience of the entire workforce to create an unbeatable organization in its marketplace. – Hutchins (51)

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Commit yourself to quality from day one. Concentrate on each task, whether trivial or crucial, as if it’s the only thing that matters (it usually is). It is better to do nothing at all than to do something badly. – McCormack (77)

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If you satisfy customers, profits will increase in the long run; but don’t forget, satisfying customers, not increasing profits, must be your primary goal.    Gitlow and Gitlow (36)       customer-satisfaction