In a true zero-defects approach, there are no unimportant items.

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.

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

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.

It is always cheaper to do the job right the first time.

If anything is certain, it is that change is certain. The world we are planning for today will not exist in this form tomorrow.

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