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.

Many managers feel, somewhat cynically, that people are being paid to do their jobs and that's that. This attitude reflects an insensitivity to people that is a trademark of many hockey-style managers.

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

Problems breed problems, and the lack of a disciplined method of openly attacking them breeds more problems.

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

Successful people breed success.

Quality has to be caused, not controlled.