The main difference between service and manufacturing is the service department doesn't know that they have a product.

Scientific data are not taken for museum purposes; they are taken as a basis for doing something. If nothing is to be done with the data, then there is no use in collecting any. The ultimate purpose of taking data is to provide a basis for action or a recommendation for action. The step intermediate between the collection of data and the action is prediction.

Learning is not compulsory; it's voluntary... But to survive, we must learn.

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?

You can expect what you inspect.

Anybody can achieve gains in quality by slowing down production. That is not what we are talking about.

Experience by itself teaches nothing.