The aim proposed here for any organization is for everybody to gain - stockholders, employees, suppliers, customers, community, the environment - over the long term.

Zero defects is a super highway going down the tube.

Everyone is a customer for somebody, or a supplier to somebody.

Experience by itself teaches nothing.

It is not enough that top management commit themselves for life to quality and productivity. They must know what it is that they are committed to - that is, what they must do. These obligations cannot be delegated. Support is not enough; action is required.

All models are wrong; some models are useful.

Managing by results only makes things worse.