Retroactive management emphasizes the bottom line.

No one can measure the loss of business that may arise from a defective item that goes out to a customer.

Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of productivity. Such exhortations only create adversarial relationships, as the bulk of the causes of low quality and low productivity belong to the system and thus lie beyond the power of the work force

A leader knows who is outside of the system and needs special help.

Any two people have different ideas of what is important.

Without theory there is nothing to modify or learn.

You can not hear what you do not understand.