“The Toyota style is not to create results by working hard. It is a system that says there is no limit to people's creativity. People don't go to Toyota to 'work' they go there to 'think'.” PeopleThinkingHardResultsCreativityStyleLimitsManufacturingToyotaKaizenLean Manufacturing Author:Taiichi Ohno
“All we are doing is looking at the time line, from the moment the customer gives us an order to the point when we collect the cash. And we are reducing the time line by reducing the non-value adding wastes.” GivingMomentsValuesOrderLinesWasteCustomersCashReducingManufacturingToyotaLean Manufacturing Author:Taiichi Ohno
“Scrap doesn't come for free, we pay someone to make it.” PayScrapLean Manufacturing Author:W. Edwards Deming
“We have to grasp not only the Know-How but also 'Know Why', if we want to master the Toyota Production System.” IfsKnowsWantKnow HowMastersProductionsToyotaLean Manufacturing Author:Shigeo Shingo
“It takes great effort to follow the rules of a pull system ... thus a half-hearted introduction of a pull system brings a hundred harms and not a single gain.” EffortHalfHundredGainsHarmIntroductionHeartedGreat EffortHalf HeartedLean Manufacturing Author:Taiichi Ohno
“Company's vision must be driven by the aspirations of its customers.” CompanyVisionCustomersDrivenAspirationCustomer Success Author:Konosuke Matsushita
“At the end of every day, having a clientele that speaks well of you, that's the largest source of business. I don't care what kind of business you're in. Clients referring us to their friends or relatives is so much more powerful than any advertising we could ever do.” WellsKindEndsCareSpeakPowerfulSourceDon't CareAdvertisingI Don't CareClientsReferringCustomer Success Author:Charles R. Schwab
“Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.” ChallengesBreakStreetsIndustryStrangerCustomersSatisfiedShockedParadigmCustomer Success Author:Jack Welch
“The way management treats their associates is exactly how the associates will then treat the customers.” WayTreatsManagementCustomersAssociatesCustomer Success Author:Sam Walton
“Innovation is the lifeblood of an organization. Knowing how to lead and work with creative people requires knowledge and action that often goes against the typical organizational structure. Protect unusual people from bureaucracy and legalism typical of organizations.” PeopleActionCreativeKnowingProtectOrganizationInnovationStructureUnusualTypicalBureaucracyCreative PeopleOrganizationalLegalismOrganizational StructureKnowledge And Action Author:Max De Pree