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Quality In A Product Or Service Is Not What The Supplier Puts In. It Is What The Customer Gets Out And Is Willing To Pay For. A Product Is Not Quality Because It Is Hard To Make And Costs A Lot Of Money, As Manufacturers Typically Believe. This Is Incompetence. Customers Pay Only For What Is Of Use To Them And Gives Them Value. Nothing Else Constitutes Quality.

-Peter Drucker

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Quality In A Product

Peter Drucker

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Quality In A Product Or Service Is Not What The Supplier Puts In. It Is What The Customer Gets Out And Is Willing To Pay For. A Product Is Not Quality Because It Is Hard To Make And Costs A Lot Of Money, As Manufacturers Typically Believe. This Is Incompetence. Customers Pay Only For What Is Of Use To Them And Gives Them Value. Nothing Else Constitutes Quality.

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No Institution Can Possibly Survive If It Needs Geniuses Or Supermen To Manage It. It Must Be Organized In Such A Way As To Be Able To Get Along Under A Leadership Composed Of Average Human Beings.

In Todays Economy, The Most Important Resource Is No Longer Labor, Capital Or Land; It Is Knowledge

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One Cannot Hire A Hand; The Whole Man Always Comes With It.

Tomorrow Always Arrives. It Is Always Different. And Even The Mightiest Company Is In Trouble If It Has Not Worked On The Future. Being Surprised By What Happens Is A Risk That Even The Largest And Richest Company Cannot Afford, And Even The Smallest Business Need Not Run.

An Institution Which Is Financed By A Budget - Or Which Enjoys A Monopoly Which The Customer Cannot Escape - Is Rewarded For What It Deserves Rather Than What It Earns. It Is Paid For 'good Intentions' And 'programs'. It Is Paid For Not Alienating Important Constituents Rather Than Satisfying Any One Group. It Is Misdirected By The Way It Is Being Paid Into Defining Performance And Results As What Will Produce The Budget Rather Than As What Will Produce Contribution.

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Do Not Believe That It Is Very Much Of An Advance To Do The Unnecessary Three Times As Fast.

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Every Success Creates New Opportunities. So Does Every Failure.

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Leadership Is More Doing Than Dash.

Follow Effective Action With Quiet Reflection. From The Quiet Reflection Will Come Even More Effective Action.

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The Effective Executive Knows That It Is Easier To Raise The Performance Of One Leader Than It Is To Raise The Performance Of A Whole Mass. She Therefore Makes Sure She Puts Into The Leadership Position, Into The Standard-setting, The Performance-making Position The Person Who Has The Strength To Do The Outstanding Pacesetting Job. This Always Requires Focus On The One Strength Of A Person And Dismissal Of Weaknesses As Irrelevant Unless They Hamper The Full Deployment Of The Available Strength.

Institutions Mistake Good Intentions For Objectives. They Say "health Care"; That's An Intention, Not An Objective.

Good Intentions

Shoes Are Real. Money Is An End Result.

Most Executives Have Learned That What One Postpones, One Actually Abandons ... Timing Is A Most Important Element In The Success Of Any Effort. To Do Five Years Later What Would Have Been Smart To Do Five Years Earlier, Is Almost A Sure Recipe For Frustration And Failure.

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In All Recorded History There Has Not Been One Economist Who Has Had To Worry About Where The Next Meal Would Come From.

Focus On Opportunities, Not Problems.

My Greatest Strength As A Consultant Is To Be Ignorant And Ask A Few Questions.

Asking Questions

Ignorant Masses

Asking Too Many Questions

To Make Knowledge Productive, We Will Have To Learn To See Both Forest And Tree. We Will Have To Learn To Connect.

Above All, Innovation Is Not Invention. It Is A Term Of Economics Rather Than Of Technology.

Too Many Leaders Try To Do A Little Bit Of 25 Things And Get Nothing Done. They Are Very Popular Because They Always Say Yes. But They Get Nothing Done.

The Single Minded Ones, The Monomaniacs, Are The Only True Achievers

Organizations Are No Longer Built On Force, But On Trust.

You Can't Manage What You Don't Measure.

No Single Piece Of Macroeconomic Advice Given By The Experts To Their Government Has Ever Had The Results Predicted.

Managers Are The Basic And Scarcest Resource Of Any Business Enterprise.

The Experience Of The Human Race Indicates Strongly That The Only Person In Abundant Supply Is The Universal Incompetent.

The Manager Who Comes Up With The Right Solution To The Wrong Problem Is More Dangerous Than The Manager Who Comes Up With The Wrong Solution To The Right Problem.

Absolute Size By Itself Is No Indicator Of Success And Achievement, Let Alone Of Managerial Competence. Being The Right Size Is.

When A Subject Becomes Totally Obsolete We Make It A Required Course.

We Now Accept The Fact That Learning Is A Lifelong Process Of Keeping Abreast Of Change. And The Most Pressing Task Is To Teach People How To Learn.

Management And Entrepreneurship Are Only Two Different Dimensions Of The Same Task. An Entrepreneur Who Does Not Learn How To Manage Will Not Last Long. A Management That Does Not Learn To Innovate Will Not Last Long.

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If You Have Too Many Problems, Maybe You Should Get Out Of Business. There Is No Law That Says A Company Must Last Forever.

As A Rule We Perceive What We Expect To Perceive... The Unexpected Is Usually Not Received At All.

Change Is The Norm; Unless An Organization Sees That Its Task Is To Lead Change, That Organization Will Not Survive.

The Aim Of Marketing Is To Make Selling Superfluous.

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Managing Innovation Will Increasingly Become A Challenge To Management, And Especially To Top Management, And A Touchstone Of Its Competence.

The Days Of The 'intuitive' Manager Are Numbered.

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Time Is The Scarcest Resource.

The Basic Definition Of The Business And Of Its Purpose And Mission Have To Be Translated Into Objectives.

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Customer Experience

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Most Organizations Staff Their Problems & Starve Their Opportunities.

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Never Ask Who's Right. Start Out By Asking What Is Right. And You Find That Out By Listening To Dissenting, Disagreeing Opinions.

Business Purpose And Business Mission Are So Rarely Given Adequate Thought Is Perhaps The Most Important Cause Of Business Frustration And Failure.

Whenever Anything Is Being Accomplished, It Is Being Done, I Have Learned, By A Monomaniac With A Mission.

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A Manager Sets Objectives - A Manager Organizes - A Manager Motivates And Communicates - A Manager, By Establishing Yardsticks, Measures - A Manager Develops People.

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It's More Important To Do The Right Thing Than To Do Things Right.

The Need To Manage Oneself Is Creating A Revolution In Human Affairs.

If "socialism" Is Defined As "ownership Of The Means Of Production"--and This Is Both The Orthodox And The Only Rigorous Definition--then The United States Is The First Truly Socialist Country.

Socialist Countries

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Results Are Obtained By Exploiting Opportunities, Not By Solving Problems.

The Best Plan Is Only A Plan... Unless It Degerates Into Work.

The Customer Rarely Buys What The Business Thinks It Sells Him.

There Is One Qualification The Manager Cannot Acquire But Must Bring To The Task. It Is Not Genius; It Is Character.

The Basic Economic Resource - The Means Of Production - Is No Longer Capital, Nor Natural Resources, Nor Labor. It Is And Will Be Knowledge.

Trying To Predict The Future Is Like Trying To Drive Down A Country Road At Night With No Lights While Looking Out The Back Window.

Management Is About Human Beings. Its Task Is To Make People Capable Of Joint Performance, To Make Their Strengths Effective And Their Weaknesses Irrelevant.

Every Few Hundred Years In Western History There Occurs A Sharp Transformation. Within A Few Short Decades, Society - Its Worldview, Its Basic Values, Its Social And Political Structures, Its Art, Its Key Institutions - Rearranges Itself. We Are Currently Living Through Such A Time.

The Dilemma Of Modern Society: The Conflict Between The Need For Capital Formation At A High Rate And The Popular Condemnation Of Interest And Dividends As "unearned Income" And "capitalist," If Not As Sinful And Wicked.

To Be A Manager Requires More Than A Title, A Big Office, And Other Outward Symbols Of Rank. It Requires Competence And Performance Of A High Order.

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