I was a mechanic in the Navy. And mechanics in the Navy are like mechanics in airlines. You may have more stripes than I do, but you don't know how to fix the airplane.

We're a stupid industry led by stupid people.

The point is... you'd better figure out what your Customers - the Customers you want - value. Because that's what they'll buy. Anything else is a waste of their money, and they'll figure that out in a hurry.

It's like telling Mozart that there are too many notes in an opera. Which one do you want us to take out?

There are a lot of parallels between what we're doing and an expensive watch. It's very complex, has a lot of parts and it only has value when it's predictable and reliable.

Do you know how much faster I can fix an airplane when I want to fix it than when I don't want to fix it?

You don't lie to your own doctor. You don't lie to your own attorney, and you don't lie to your employees.