The greatest waste … is failure to use the abilities of people…to learn about their frustrations and about the contributions that they are eager to make.

Any manager can do well in an expanding market.

We are being ruined by the best efforts of people who are doing the wrong thing.

A system is a network of interdependent components that work together to try to accomplish the aim of the system. A system must have an aim. Without the aim, there is no system.

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

Learning is not compulsory; it's voluntary... But to survive, we must learn.

The greatest waste … is failure to use the abilities of people…to learn about their frustrations and about the contributions that they are eager to make.