There must be consistency in direction.

We must satisfy our customers.

I should estimate that in my experience most troubles and most possibilities for improvement add up to the proportions something like this: 94% belongs to the system responsibility of management 6% special

It is not enough that top management commit themselves for life to quality and productivity. They must know what it is that they are committed to - that is, what they must do. These obligations cannot be delegated. Support is not enough; action is required.

We are here for an education.

You can only elevate individual performance by elevating that of the entire system.

Research shows that the climate of an organization influences an individuals contribution far more than the individual himself.