Top Highlights

• the essence of the manager is neither wealth nor rank, but responsibility.
• In the early l900s people asked, “What do you do?” Today they tend to ask, “Whom do you work for?”
• It is the customer. The customer defines the business.
• satisfy the customer is the mission and purpose of every business. The question “What is our business?” can, therefore, be answered only by looking at the business from the outside, from the point of view of customer and market. What the customer sees, thinks, believes, and wants, at any given time, must be accepted by management as an objective fa...
• The customer only wants to know what the product or service will do for him tomorrow. All he is interested in are his own values, his own wants, his own reality.