Quotes in leadership
There is a difference between having a vision and suffering from a hallucination.
To manage one must lead. To lead, one must understand the work that he and his people are responsible for.
No community need be poor if it has people and good management. No country need be poor if it has people and good management.
The key to being a good manager is keeping the people who hate me away from those who are still undecided.
There are four prongs of quality and four ways to improve quality of product and service:
- Innovation in product and service
- Innovation in process
- Improvement of existing product and service
- Improvement of existing process
The common mistake is the supposition that quality is ensured by No. 4, improvement of process, that operations going off without blemish on the factory floor, in the bank, in the hotel will ensure quality. Good operations are essential, yet they do not ensure quality. Quality is made in the boardroom.
A bank that failed last week may have had excellent operations— speed at the tellers’ windows with few mistakes; few mistakes in bank statements; likewise in the calculation of interest and of penalties and loans. The cause of failure at the bank was bad management, not operations.
So much of what we call management consists in making it difficult for people to work.
Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them.
Does a security guard empower the CEO to enter the building?
Managers must see themselves as experimenters who lead learning, not dictators who impose control.