The most important figures for management of any organization are unknown and unknowable.

To copy is to invite disaster.

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.

You do not install quality; you begin to work at it.

We are being ruined by the best efforts of people who are doing the wrong thing.

There must be consistency in direction.

You have to manage a system. The system doesn't manage itself.