I think that people here expect miracles. American management thinks that they can just copy from Japan - but they don't know what to copy!

Zero defects is a super highway going down the tube.

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.

We must understand variation.

One cannot be successful on visible figures alone ... the most important figures that one needs for management are unknown or unknowable, but successful management must nevertheless take account of them.

Understanding variation is the key to success in quality and business.

The individual has been crushed by our style of management today.