The customer deserves to receive exactly what we have promised to produce - a clean room, a hot cup of coffee, a nonporous casing, a trip to the moon on goassamer wings.

When in doubt, delete it.

Quality management is needed because nothing is simple anymore, if indeed it ever was.

Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.

Being convinced one knows the whole story is the surest way to fail.

Quality is such an attractive banner that sometimes we think we can get away with just waving it, without doing the hard work necessary to achieve it.

Quality has to be caused, not controlled.