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.

Quality means conformance to requirements, not elegance.

Quality has to be caused, not controlled.

Making a wrong decision is understandable. Refusing to search continually for learning is not.

Most things don't work like they are supposed to work.

When you're out of quality, you're out of business.

If you don't know what the defect level is, how do you know when to get mad?