Peter F. Drucker
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 notquality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay onlyfor what is of use to them and gives them value. Nothing else constitutes quality.
Leadership is not magnetic personality that can just as well be a glib tongue. It is not 'making friends and influencing people' that is flattery. Leadership is lifting a person's vision to high sights, the raising of a person's performance to a higher standard, the building of a personality beyond its normal limitations.
No organization can depend on genius the supply is always scarce and unreliable. It is the test of an organization to make ordinary human beings perform better than they seem capable of, to bring out whatever strength there is in its members, and to use each man's strength to help all the others perform. The purpose of an organization is to enable common men to do uncommon things.