Knowledge is the key.

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".

He that expects to quantify in dollars the gains that will accrue to a company year by year for a program for improvement of quality expounded in [Out of the Crisis] will suffer delusion. He should know before he starts that he will be able to quantify only a trivial part of the gain.

A leader's job is to help his people.

A system is a network of interdependent components that work together to try to accomplish the aim of the system. A system must have an aim. Without the aim, there is no system.

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

It is wrong to suppose that if you can’t measure it, you can’t manage it – a costly myth