Quotes in management
Innovation has nothing to do with how many R&D dollars you have. When Apple came up with the Mac, IBM was spending at least 100 times more on R&D. It's not about money. It's about the people you have, how you're led, and how much you get it.
Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them.
I achieved my goal by not my aim. That happens a lot, we honestly translate aims to goals. And then we do stupid things in the name of the goal that gets it the way of the aim. We forget the aim sometimes and put the goal in its place.
Don't worry about people stealing an idea. If it's original, you will have to ram it down their throats.
Why did the system allow that mistake to be made?
What? You can’t expect us to design systems that prevent mistakes from being made.
Yes I can. That is much more sensible than expecting people never to make a mistake.
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.
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.