The key to success....


started writing these daily messages when working on the opening of the Resort at Pelican Hill. Its Palladian architectural design and hillside setting overlooking Crystal Cove in Newport Beach took your breath away, and inspired one of its core values – grandeur. But its leaders didn’t stop there: their goal was to be good enough to earn  a Forbes Five Star Rating, awarded when design and service together produce extraordinary quality.  Having been involved with other Five Star properties, I knew the key to that achievement was the involvement, commitment and dedication of every employee to quality: it had to be everyone’s responsibility. But quality is not limited to those seeking a Forbes rating: companies and employees everywhere set goals and achieve levels of success that are noteworthy in and of themselves. Customer satisfaction is really the ultimate award. One of your primary duties as a leader is to make sure everyone on your team understands his or her role and responsibilities in achieving that level of quality and success today.

William Edwards Deming (1900 – 1993): American engineer, statistician, and management consultant best known for his work in Japan after WWII