We must satisfy our customers.

You can see from a flow diagram who depends on you and whom you can depend on. You can now take joy in your work.

A system is a network of interdependent components that work together to try to accomplish the aim of the system. A system must have an aim. Without the aim, there is no system.

A bad system will beat a good person every time.

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!

The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.

We should work on our process, not the outcome of our processes.