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

You are going to be measured anyway by some means, fair or foul. Usually the one doing the measuring has nothing specific in mind; so he does it by the seat of his pants. Careers are destroyed in this manner.

It isn't what you find, it's what you do about what you find.

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.

Slowness to change usually means fear of the new.

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

If we deliver on time, but the product has defects, we have not delivered on time.