Without theory, there are no questions.

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

New product and new types of service are generated, not by asking the consumer, but by knowledge, imagination, innovation, risk, trial and error on the part of the producer, backed by enough capital to develop the product or service and to stay in business during the learn months of introduction.

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.

If someone can make a contribution to the company he feels important.

It does not happen all at once. There is no instant pudding.

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