He that expects to quantify in dollars the gains that will accrue to a company year by year for a program for improvement of quality expounded in [Out of the Crisis] will suffer delusion. He should know before he starts that he will be able to quantify only a trivial part of the gain.

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

A system must be managed. It will not manage itself. Left to themselves in the Western world, components become selfish, competitive. We cannot afford the destructive effect of competition.

Now, we learn that a system must have an aim. Without an aim, there is no system.

It does not happen all at once. There is no instant pudding.

The only useful function of a statistician is to make predictions, and thus to provide a basis for action.

People copy examples and then they wonder what is the trouble. They look at examples and without theory they learn nothing.