Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.

Management of outcomes may not be any more than a skill. It does not require knowledge.

We know what we told him, but we don't know what he heard.

Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.

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

It is a mistake to assume that if everybody does his job, it will be all right. The whole system may be in trouble.

A system can not understand itself.