Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.
What should be the aim of management? What is their job? Quality is the responsibility of the top people. Its origin is in the boardroom. They are the ones who decide.
I am forever learning and changing.
In 1945, the world was in a shambles. American companies had no competition. So nobody really thought much about quality. Why should they? The world bought everything America produced. It was a prescription for disaster.
The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.
We are here to make another world.
All anyone asks for is a chance to work with pride.
The prevailing - and foolish - attitude is that a good manager can be a good manager anywhere, with no special knowledge of the production process he's managing. A man with a financial background may know nothing about manufacturing shoes or cars, but he's put in charge anyway.
If you do not know how to ask the right question, you discover nothing.
You should not ask questions without knowledge.
Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.