A good question for anybody in business to ask is What business are we in? To do well what we are doing-i.e., to turn out a good product, or good service, whatever it be? Yes, of course, but this is not enough. We must keep asking – What product or service would help our customers more? We must think about the future. What will we be making 5 years from now? 10 years from now?
Fear invites wrong figures. Bearers of bad news fare badly. To keep his job, anyone may present to his boss only good news.
Support of top management is not sufficient. It is not enough that top management commit themselves for life to quality and productivity. They must know what it is that they are committed to — that is, what they must do. These obligations can not be delegated. Support is not enough: action is required.
All that we have has come from people who are answerable only to themselves.
The aim of education should be to preserve and nurture the yearning for learning that a child is born with. Grades and gold stars destroy this yearning for learning.
Management of a system requires knowledge of the interrelationships between all of the components within the system and of everybody that works in it.
Pay is not a motivator.
The basic problem anywhere is quality. What is quality? A product or service possesses quality if it helps someone and enjoys a sustainable market. Trade depends on quality.
Government service is to be judged on equity as well as on efficiency.