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?

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

A leader's job is to help his people.

3% of the problems have figures, 97% of the problems do not.

Eliminate numerical quotas, including Management by Objectives.

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

Management by results is confusing special causes with common causes.