Quotes in management

Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them.

A coach is someone who can give correction without causing resentment.

The old-fashioned idea of a good manager is one who is supposed to know all the answers, can solve every problem himself, and can give appropriate orders to his subordinates to carry out his plans... A good modern manager is like a good coach who leads and encourages his team in never-ending quality improvement.

It will not suffice to have customers that are merely satisfied. An unhappy customer will switch. Unfortunately, a satisfied customer may also switch, on the theory that he could not lose much, and might gain.

American management thinks that they can just copy from Japan—but they don’t know what to copy!

blame the process not the person. We need to ask, "how did the process allow this to happen?"

The important thing in my view is not to pin the blame for a mistake on somebody, but rather to find out what caused the mistake.

It is not necessary to change. Survival is not mandatory.

The aim proposed here for any organization is for everybody to gain - stockholders, employees, suppliers, customers, community, the environment - over the long term.

Kaizen does not attempt to light a fire under people. It lights the fire within them.