Knowledge is the key.

The prevailing style of management must undergo transformation. A system can not understand itself. The transformation requires a view from outside.

Understanding variation is the key to success in quality and business.

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.

Everyone is a customer for somebody, or a supplier to somebody.

Forces of Destruction: grades in school, merit system, incentive pay, business plans, quotas.

We should work on our process, not the outcome of our processes.