Quotes from Jeffrey K. Liker

TPS starts with the customer. Always ask, "What value are we adding from the customer's perspective?" Because the only thing that adds value in any type of process—be it a manufacturing, service, or development process—is the physical or information transformation of that product, service, or activity into something the customer wants.

More important than the actual improvements that individuals contribute, the true value of continuous improvement is in creating an atmosphere of continuous learning and an environment that not only accepts, but actually embraces change. Such an environment can only be created where there is respect for people—hence