When one understands who depends on me, then I may take joy in my work.
Training for a job must teach the customer’s needs
The greatest waste in America is failure to use the abilities of people.
the system that people work in and the interaction with people may account for 90 or 95 percent of performance.
One gets a good rating for fighting a fire. The result is visible; can be quantified. If you do it right the first time, you are invisible. You satisfied the requirements. That is your job. Mess it up, and correct it later, you become a hero.
Deming’s First Theorem: “Nobody gives a hoot about profits.”
Deming’s Second Theorem: “We are being ruined by best efforts.”
Motivation - nonsense. All that people need to know is why their work is important.
A common disease that afflicts management and government administration the world over is the impression that “Our problems are different.” They are different, to be sure, but the principles that will help to improve quality of product and of service are universal in nature.
A company could put a top man at every position and be swallowed by a competitor with people only half as good, but who are working together.