The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.

I write to make sense of the world, to give it a shape, a form.

持续改进不仅仅是一个过程，它是一种应该渗透到我们组织各个层面的思维方式。

The best way to learn is by doing and making mistakes.