The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.
It is not enough to do your best; you must know what to do, and then do your best.
No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.
All from W. Edward Deming