3% of the problems have figures, 97% of the problems do not.

Transformation is not automatic. It must be learned; it must be led.

People care more for themselves when they contribute to the system.

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

I should estimate that in my experience most troubles and most possibilities for improvement add up to the proportions something like this: 94% belongs to the system responsibility of management 6% special

The most important things cannot be measured.

It is important that an aim never be defined in terms of a specific activity or method. It must always relate to a better life for everyone.