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.

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

Without theory we can only copy.

Innovation comes from people who take joy in their work.

No requirement of industry is so much neglected as operational definitions.

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

You can not hear what you do not understand.