We should be guided by theory, not by numbers.

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

Transformation is not automatic. It must be learned; it must be led.

The transformation will come from leadership.

Stamping out fires is a lot of fun, but it is only putting things back the way they were.

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.

A manager of people knows that in this stable state it is distracting to tell the worker about a mistake.