Quotes from Jon Miller

To change the culture leaders must make it clear that if a team member does make a medication error, it's a process problem, not a people problem. Our job as managers and leaders is to redesign the process that delivered the defect. The culture changes when the leaders focus on the process and quit blaming the people.

The frequency of leadership going to the gemba is inversely proportional to the number of walls separating them from the gemba.

As it is for a person, so it is for a company: having a sense of purpose is invigorating and motivating.

Business is about profit, yes – and it is about more than profit: at its best, it is about expanding the possibilities of humanity.