One cannot be successful on visible figures alone ... the most important figures that one needs for management are unknown or unknowable, but successful management must nevertheless take account of them.

When asked what single event was most helpful in developing the Theory of Relativity, Albert Einstein replied, "Figuring out how to think about the problem".

People copy examples and then they wonder what is the trouble. They look at examples and without theory they learn nothing.

You can see from a flow diagram who depends on you and whom you can depend on. You can now take joy in your work.

Absence of defects does not necessarily build business... Something more is required.

Transformation is not automatic. It must be learned; it must be led.

Management's job is to know which systems are stable and which are not.