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.

Slowness to change usually means fear of the new.

Selecting the right person for the right job is the largest part of coaching.

Quality is free. It's not a gift, but it's free. The 'unquality' things are what cost money.

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

Quality has to be caused, not controlled.

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