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Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
Peter Drucker
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Peter Drucker
Age: 95 †
Born: 1909
Born: November 19
Died: 2005
Died: November 11
Author
Businessperson
Columnist
Economist
Journalist
Lawyer
Philosopher
Sculptor
University Teacher
Writer
Vienna
Austria
Peter F. Drucker
Peter Ferdinand Drucker
Inspirational
Clients
Educational
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Service
Products
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Client
Quality
Customer
More quotes by Peter Drucker
Because its purpose is to create a customer, the business enterprise has two - and only these two — basic functions: marketing and innovation. Marketing and innovation produce results all the rest are 'costs'.
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Innovation requires us to systematically identify changes that have already occurred in a business - in demographics, in values, in technology or science - and then to look at them as opportunities. It also requires something that is most difficult for existing companies to do: to abandon rather than defend yesterday.
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No one has ever failed to find the facts they are looking for.
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There is no perfect strategic decision. One always has to pay a price. One always has to balance conflicting objectives, conflicting opinions, and conflicting priorities. The best strategic decision is only an approximation - and a risk.
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The productivity of work is not the responsibility of the worker but of the manager.
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Plastic moments are those periods that overlap when the old has gone but the new has not yet arrived and when the course of history is more open to being shaped and steered than any other time.
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We have only one alternative: either to build a functioning industrial society or see freedom itself disappear in anarchy and tyranny.
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Trust is congruence between what you say and what you do.
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To arrive at the definition of the problem he must begin by finding the 'critical factor'. This is the element (or elements) in the situation that has to be changed before anything else can be changed, moved, acted upon.
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Our most important education system is in the employees' own organization.
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All good strategy eventually degenerates into work.
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Most innovators are successful to the extent to which they define risks and confine them.
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Knowledge has to be improved, challenged, and increased constantly, or it vanishes.
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And no matter how serious an environmental problem the automobile poses in today's big city, the horse was dirtier, smelled worse, killed and maimed more people, and congested the streets just as much.
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The new information technology... Internet and e-mail... have practically eliminated the physical costs of communications.
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Keep your eye on the task, not on yourself. The task matters, and you are a servant
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[T]hroughout the ages to be educated meant to be unproductive.... our word school - and its equivalent in all European languages - derives from a Greek word meaning leisure.
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We can ill afford to have activities conducted as non-profit, that is, as activities that devour capital rather than form it, if they can be organized as activities that form capital, as activities that make a profit.
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One has to make a decision when a condition is likely to degenerate if nothing is done.
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Absolute size by itself is no indicator of success and achievement, let alone of managerial competence. Being the right size is.
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