The greatest losses are unknown and unknowable.

Experience by itself teaches nothing... Without theory, experience has no meaning. Without theory, one has no questions to ask. Hence, without theory, there is no learning.

You must not run your Organization as a functional hierarchy. You must understand it as a System.

It's management's job to know.

The most important figures for management of any organization are unknown and unknowable.

We must understand variation.

We must satisfy our customers.