We must satisfy our customers.

Hold everybody accountable? Ridiculous!

We are here for an education.

Forces of Destruction: grades in school, merit system, incentive pay, business plans, quotas.

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

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.

Absence of defects does not necessarily build business... Something more is required.