We want best efforts guided by theory.

We have to bring back the individual. Management has smothered the individual.

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

Part of America's industrial problems is the aim of its corporate managers. Most American executives think they are in the business to make money, rather than products or service. The Japanese corporate credo, on the other hand, is that a company should become the world's most efficient provider of whatever product and service it offers. Once it becomes the world leader and continues to offer good products, profits follow.

Experience by itself teaches nothing.

The result of long-term relationships is better and better quality, and lower and lower costs.

For Quality: Stamp out fires, automate, computerize, M.B.O., install merit pay, rank people, best efforts, zero defects. WRONG!!!! Missing ingredient: profound knowledge.