Inspection with the aim of finding the bad ones and throwing them out is too late, ineffective, and costly. Quality comes not from inspection but from improvement of the process.

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

People learn in different ways: reading, listening, pictures, watching.

To manage one must lead. To lead, one must understand the work that he and his people are responsible for

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

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

We should be guided by theory, not by numbers.