The customer is the most important part of the production line.

The questions are more important than the answers.

Survival is optional. No one has to change.

You have to manage a system. The system doesn't manage itself.

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

Eighty percent of American managers cannot answer with any measure of confidence these seemingly simple questions: What is my job? What in it really counts? How well am I doing?

Nobody goes to work to do a bad job.